The growing importance of business quality in the protection sector

It is safe to say that every business owner wants a successful business, but the definition of ‘successful' is changing. With recent change in regulation, particularly the implementation of the Consumer Duty earlier this year, the focus is less on the volumes of business and more on good customer outcomes. Business quality must be at the forefront of this conversation. It is present at each stage of the process, right from the initial lead source through to retention of the customer. If any one area is lacking, the entire process is lacking, and quality could be a concern. As the i...