At a recent AMPS conference Tony Moore from Axa spoke on TCF. He said:
Customer satisfaction measures are not enough – customer could be satisfied but still treated unfairly. A very good point I think, and ewasy to see how such a scenario could come about.
In simple language, Tony goes ont to say on TCF:
We treat customer dairly
We make the right productrs for our customers
We provide clear information
We give suitable advice
We keep our promises
We look after our customers
The above for a nice list of values for any industry and any busienss. I commend them.