This guide supports the process of setting up, running and actioning a vulnerable customer focus group.
Focus groups are an effective way of gaining insight from customers’ perspectives and lived experiences.
If your organisation plans to host a focus group, this document provides advice on:
Good planning, execution and follow-up will ensure that focus groups reap rewards for your organisation and customers.
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Our downloadable resources are designed and developed as practical tools to support you and your team in the fair treatment of your vulnerable customers.
Our resources include strategic documents to support compliance and training activities to build awareness of vulnerable circumstances. These offer a valuable point of reference during communications with vulnerable customers and support consistency in customer service.
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