Archive for the ‘Consumer matters’ Category


How can newspapers survive when advertising revenue is pouring online?

October 26th, 2017 by Roger Darlington

I am a paid subscriber to the “Guardian” newspaper which has just issued this encouraging statement: “The Guardian is now funded by more than 800,000 supporters from more than 140 countries. Half a million readers are subscribers or members, or give to us on a monthly basis, while over the past 12 months we’ve received […]

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My congratulations to Nobel prize winner Richard Thaler

October 10th, 2017 by Roger Darlington

US economist Richard Thaler, one of the founding fathers of behavioural economics, has won this year’s Nobel Prize for Economics. Professor Thaler, of Chicago Booth business school, co-wrote the global best seller “Nudge”, which looked at how people make choices. To mark the award, I reproduce below my review of his seminal book. ************************************************************** “Nudge” […]

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Young people communicating less by post

October 9th, 2017 by Roger Darlington

A poll of 2,000 people finds 43% of millennials (those born between the early 1980s and the early 2000s) have never sent a handwritten letter, thank you card or parcel to someone they know. However, 80% are sad that these are not sent as much anymore, according to the research which was carried out for ipostparcels […]

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“Brexit: Implications for Digital Citizens and Consumers”

September 20th, 2017 by Roger Darlington

This paper, published today and written for the Carnegie Trust by William Perrin, a fellow Board member of the Good Things Foundation, considers both the potential risks and opportunities Brexit brings digital citizens and consumers in the UK. Specifically, it explores: the regulation of the digital sector and telecommunications market; mobile roaming; data privacy and […]

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What’s happening to our post office network?

February 21st, 2017 by Roger Darlington

You may have noticed changes in the look or operation or even location of your local post office. Why is this happening? It’s because fewer people are using post offices than in the past and many of the transactions conducted generate low income for Post Office Limited, but customers value having a local post office […]

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How can the consumer voice be better heard in the regulation of essential services? – 15 videos with some answers

December 22nd, 2016 by Roger Darlington

I have previously blogged about a major conference at the BT Tower which I chaired on 2 November 2016. The event was organised by the Essential Services Access Network (ESAN), which I chair, and the theme was “How can the consumer voice be better heard in the regulation of essential services?” The various speakers discussed […]

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How should the consumer voice be heard in company policymaking?

December 7th, 2016 by Roger Darlington

In her campaign to become leader of the Conservative Party and in her time as Prime Minister, Theresa May has talked of consumers and workers being on company boards and there is currently a Government consultation on corporate governance that looks tentatively at this subject. The consumer organisation Citizens Advice invited me to do a […]

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Delighted to hand over my role at South East Water to Zoe McLeod

December 5th, 2016 by Roger Darlington

For the past five years, I’ve had a consumer champion role at South East Water. For three years, I chaired the Customer Challenge Group which worked with the company on its business plan for the Price Review period 2015-2020. For the next two years, I chaired the Customer Panel which monitored how the company performed […]

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Against the clock: why more time is not the answer for consumers

November 30th, 2016 by Roger Darlington

Citizens Advice has just published a report exploring how long it takes to follow a ‘good’ consumer decision-making process compared to what comes more naturally, and what impact this has on consumers. In “Against the clock: why more time is not the answer for consumers”, it is explained that: Following a ‘good’ decision-making process takes […]

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Four disruptions that will shake things up for energy consumers

November 29th, 2016 by Roger Darlington

Citizens Advice has just published an interesting new report on the future of energy markets and how these changes might impact on consumers. You can access the full report, “The Disrupted Decade”, here. Meanwhile this is a summary: It has been said that people often overestimate what can happen in 2 years and underestimate the […]

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