Our latest batch of Insights are now available for download from the publications section of our website. In Enhancing The Bottom Line we examine whether Affinity and South West Water were correct to accept Ofwat’s offer of enhanced status for their PR14 Business Plans. In When To Pop The Question, we consider what behavioural economics has to say about good survey design. Finally, in Turn That Frown Upside Down we discuss how firms can use customer complaints as a source of management information to improve profitability.
