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  • Vulnerability Focus Group Guide

Vulnerability Focus Group Guide


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:

  • Setting objectives
  • Selecting, incentivising & inviting participants
  • Running a focus group
  • Follow-up actions to ensure the insight informs change


Good planning, execution and follow-up will ensure that focus groups reap rewards for your organisation and customers.


Download documents are in a PDF format