LONDON, 1 November 2023:

– AI analysis of United Kingdom % annual reports highlights a correlation between patron centricity, as evidenced by way of consumer-centric language, and business enterprise proportion fee improvement across FTSE 350 companies

– Percentage charges for the maximum patron-centric agencies grew with the aid of up to 10% over three years

– Purchaser banking and utilities recognized as the most consumer-centric marketplace segments

Unstructured statistics evaluation of the once-a-year reviews of FTSE 350 businesses reveals people who lead on purchaser centricity, as evidenced by way of the language used, grew their proportion costs over a three-year go-back using 10% more than people who have been the least patron-centric.

The research was carried out by global strategic insights and client analytics organization STRAT7. On common, references to purchaser-centricity appeared on a third (33%) of the pages of annual reports.

Björn Dufwenberg, MD of STRAT7 Advisory, says: “The maximum successful manufacturers are constructed around the evolving needs and behaviors of the customer. The beyond 5 years were more disrupted than any in dwelling memory so our hypothesis turned into that the ones organizations pleasant placed to navigate alternate at pace and scale will be the ones maximum lively in wondering – and hence speaking – approximately their customers.

“But, what’s key – and what we see in high appearing groups – is that the language used isn’t just lip provider. This isn’t to say those brands will necessarily usually get it proper, however, they apprehend the importance of non-stop development. Making reviews better manner paying attention to customers and performing on that comments – and this, in particular, actual whilst errors are made.”

Consumer banking became the maximum patron-centric category with references to client centricity featuring in around 60% of all pages in annual reports. NatWest emerged as the highest rating FTSE 350 commercial enterprise overall with a patron-centric reference on over 70% of its pages. In addition, four of the pinnacle-ranking customer banking manufacturers remained excessively performing during the last three years, notwithstanding market disruption.

The second maximum-rated region became utilities, and 80% of the companies in this space grew their percentage fee over 3 years. tour and tourism took 0.33 place, with language associated with consumer centricity offering in forty percent of the pages on this segment’s annual reviews. However, it’s worth noting this hasn’t shielded this class from macro factors inclusive of the pandemic and price-of-dwelling disaster.

Paul Jackson, joint lead of, says: “It’s difficult to make a definitive case for patron centricity being a core motive force for percentage fees, given macro variables that have impacted every category in wildly one-of-a-kind approaches – for instance, it wouldn’t be fair to compare consumer banking with tour and tourism like-for-like.

“But, the aggregate figures across sectors without a doubt indicate there’s a link between performance and a clear purchaser-centric attitude. a ten% uptick in percentage charge performance makes for a compelling argument. It’s well worth noting customer centricity cannot be turned on or off, it’s an adventure that takes time and care, but as our findings show, it’s miles one worth investing in.”

The studies were performed using the platform. It reviewed the yearly reviews of all the UK’s largest indexed agencies (FTSE hundred and FTSE 250) to assess the relationship between purchaser centricity and stock market performance.

The hobby recognized and logged purchaser-related phrases that appear inside the identical sentence as the keywords “customer” and/or “customer-centric.” The AI’s quant accuracy is then corroborated by using human qualitative analysis of stories from the top performing agencies. Statistical modeling changed into accomplished taking pre-pandemic reports from 2019 as a baseline for overall performance within more traditional market conditions.

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