Head of Merger Economics

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Presentation transcript:

Head of Merger Economics Service quality competition Adrian Payne Head of Merger Economics OFT Material represents personal view and not the view of the OFT

Service quality Neglected Central Evidence Looking ahead

A case of neglect… Price Innovation Brand Service quality

Customer satisfaction Central to business Service quality Customer satisfaction Profitability Reputation

A question…

Service quality is important ….. in large % of cases ….. to all aspects of analysis ….. and to remedies

Evidence…. 1. 2. 3.

Looking ahead… Competition… ce Servi Who Where? Qua y HOW?