Customer Understanding Training & Unlimited Support

You think your customers understand your numbers. Often, they don’t.

Plain Numbers helps organisations improve customer understanding of communications people rely on, covering the numbers themselves, the words around them and how easy they are to act on. Our training, ongoing support and community enable compliance, communications and vulnerable customer teams across regulated sectors including financial services, utilities and the public sector to get better outcomes for their customers.

Only 3 in 10 people could correctly answer comprehension questions about their own energy account summary.

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Just 2 in 10 people could demonstrate good understanding about a credit card balance transfer offer.

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Only around 1 in 10 water customers could correctly answer questions about their bill.

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40+ partners have seen the difference. So have their customers.

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Why improve customer understanding with Plain Numbers?

Turn confusing numbers into clear customer communications

For your customers

Clearer numbers mean fairer, easier to understand communication, so your customers can make informed choices with confidence.

For your business

Confused customers are frustrated customers. Understood communications build trust and reduce complaints.

For the regulator

The FCA names Plain Numbers by name in Consumer Duty guidance. We are a validated method for demonstrating your firm has addressed numeracy as a consumer vulnerability - not just in policy, but in practice.

A multi-year partnership

Building customer understanding into how organisations work

Plain Numbers doesn’t do the work for your organisation, and we don’t train a team and disappear either. Instead, Plain Numbers partners with organisations to build customer understanding into existing teams, processes and communications, so it becomes the way they work, not a one-off project.

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What our partners say

I found the training really beneficial, and it’s caused me to look at numbers within communications in a whole different way!

- Service Delivery Manager, Citizens Advice.

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By working with Plain Numbers we’re able to take a step back and look at what we’re sending and ask ourselves, is it clear what we want the customer to do?

—Communications Manager, Thames Water.

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You think your customers understand your numbers. Often, they don’t.

40+ partners have seen the difference. So have their customers.

Why improve customer understanding with Plain Numbers?

For your customers

For your business

For the regulator

Building customer understanding into how organisations work

What our partners say

I found the training really beneficial, and it’s caused me to look at numbers within communications in a whole different way!

By working with Plain Numbers we’re able to take a step back and look at what we’re sending and ask ourselves, is it clear what we want the customer to do?