1. 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

2. Service quality
Neglected
Central
Evidence
Looking ahead

3. A case of neglect…
Price
Innovation
Brand
Service quality

4. Customer satisfaction
Central to business
Service quality
Customer satisfaction
Profitability
Reputation

5. A question…

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

7. Evidence…. 1. 2. 3.

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