FAQs

On this page you'll find FAQs covering our services, working with us, results and practical questions.

Be sure to scroll down the page to have a look.

About our services

  • We make the communications people receive everyday easier to understand, turning confusing numbers into clear customer insights. We do this through our Plain Numbers Method - a proven approach that can double the number of people who understand a communication. 

    We provide training to teach you the method, ongoing support to help you apply it, and work directly on your communications with you - whether that's documents, digital content, videos, or presentations. We also offer the Plain Numbers Mark, a certification for communications that meet our standards. 

    Our focus is on solving a real problem: around half the UK population has primary school level numeracy skills, and 1 in 5 adults feel anxious about numbers. This means that people struggle to understand their choices and make the right decisions for their money, lifestyle and future. We help you bridge that gap so your customers can actually understand and act on the information you're giving them. 

    You can read more about how we work with our partners here.

  • The Plain Numbers Method is an evidence-based approach. It helps organisations to communicate numbers in a way that people actually understand. Built on three core principles – presenting the numbers clearly, putting them in an understandable context and using insights from behavioural science. In our training your team will gain practical skills to present numbers in ways that connect with more of your audience.

  • We focus on training and ongoing support within a partnership model rather than consultancy. Real change happens when your team learns to apply the Plain Numbers Method themselves - that's what creates lasting improvements in how you communicate with customers. We believe a one-off consultancy project can't deliver the cultural shift needed to consistently improve customer understanding.  

  • If you’re a Plain Numbers partner any communication, that meets our Plain Numbers standards, can receive the Plain Numbers Mark. It's a badge that shows customers and regulators that you’re serious about clear communication. You may want to gain the mark for communications that reach the most customers or carry the highest risk if misunderstood. 

About working with us

  • We work with any organisation that communicates numbers to customers - yes, really. Most of our partners so far are from financial services, utilities, plus we work with partners in the third sector, legal and technology. These are often regulated firms who want to improve customer understanding, and our Plain Numbers Method testing shows significant improvements are absolutely achievable across lots of sectors - our research.

  • We really mean unlimited. Once your Plain Numbers Practitioner has led on a first draft, we can provide anything from an hour-long call with your Partnership Manager to work through a complex pensions document, or a quick sense check on a single sentence. We're here to help. 

    Our support covers everything from detailed document reviews and strategic advice to quick questions and clarifications. You can reach us within business hours whenever you need guidance on making your communications clearer and more understandable. 

    The only limit is if you want your communication to receive the official Plain Numbers Mark. Otherwise, there's no cap on the support we provide. 

  • Yes, definitely. As well as videos, call centre scripts, and presentations. We’re always excited to apply the Plain Numbers Method anywhere that numbers are used.

  • Yes, absolutely. These are some of the communications we work on most with our Plain Numbers Partners - pension statements, insurance policies, bills and similar documents that customers often find really tricky to understand. Check out how much understanding jumped when we applied our Plain Numbers Method to five different communications.

About results / impact

  • In randomised controlled trials, the Plain Numbers Method has consistently improved customer understanding of communications.

    In our initial trials, we tested materials from five market-leading firms, including a water bill, balance transfer offer, and energy account update. Customers who received the Plain Numbers version showed, on average, double the comprehension rates compared to those who saw the original communications.

    In the water bill test the number of people who could answer 4 of 5 key comprehension questions correctly (such as, how much water did you use) increased from 13% to 48%.

    These results have been validated in follow-up studies, including our work with ClearScore and Cadent Gas, where we again significantly improved customer understanding rates.

    These improvements play a significant role in helping customers make better-informed financial decisions. 

    You can read more on our research here

  • Yes, we have a range of case studies here. We also have additional examples that may be more specific to your sector, which we'd be happy to discuss with you.

  • “I have had the absolute privilege of working alongside Plain Numbers for 6 months now and it has been the most enjoyable and pleasant third-party relationship I've worked on. All the team have been amazing and the passion that is shared to embrace the Plain Numbers principles is really motivating.” 

    Consumer Understanding Manager, Nationwide 

    “The work we’ve done with Plain Numbers really supports what the FCA is asking for -clearer, more understandable communications that genuinely help customers.” 

    —  Product Designer, Jaja 

    “The Plain Numbers team have been really easy to work with, offering helpful insights and advice on changes. They provide two categories of feedback: must do and nice to do. It feels very collaborative, with a shared goal of finding a way forward that delivers clarity for customers.” 

    Plain Numbers Practitioner, Bupa 

    “The training in the Plain Numbers Method and the regular engagement with our partnership manager are the most useful parts of the partnership. I feel this is pitched at the right level, where meetings are not excessive but the insight and regular check-ins help with momentum and planning. The responsiveness to our queries is also greatly appreciated, plus the time given to help brief and generate awareness across our wider teams.”  

    Customer Strategy Manager, Anglian Water 

Practical questions

  • Most firms already know that clear communication matters. But if you're not thinking about how you communicate numbers, you're missing a powerful opportunity to connect with your customers. 

    Many people are unaware of how low customer understanding actually is and may not make the connection to how this impacts their business. Our studies showed only 13% of people understood their water bill, and only 19% could understand a list of balance transfer offers. 

    If you communicate anything involving numbers or financial concepts, there's likely room for improvement. Could it be that a lack of understanding accounts for many of your complaints or call centre contacts? Maybe customers keep asking the same questions? 

    Communicating to people in a way they will actually understand isn't just good for the customer - it's good for business too. 

  • We'd love to understand your biggest communication challenges and explore how we can help. Contact us here to book a call where we can discuss your needs and how the Plain Numbers Method might benefit your organisation. 

  • Yes, our training leads to 10 CPD training credits.