researching areas where
I have the opportunity
to influence policy
which will enhance the
READER, BUSINESS, ENTERPRISE AND MANAGEMENT
I am Carol Brennan. My role is Reader in Consumer Policy
and Director of the Consumer Insight Centre.
I have recently conducted
research on using complaints
to drive innovation in public
services (for Nesta), the
outcome of complaints (for
the Care Inspectorate), and on
models of Alternative Dispute
Resolution (for the Legal
Ombudsman). My academic
research is published in
R A T I N G
I regularly conduct commissioned research. I enjoy
working with research teams in the Consumer Insight
Centre and engaging with policy and research staff
in external organisations. The research is presented
to colleagues at all levels of organisations and shapes
service improvements. I appreciate researching areas
where I have the opportunity to influence policy which
will enhance the consumer experience.
The field of consumer policy is very dynamic and
complex with a wide range of research opportunities.
I regularly participate in conferences and find many of
the speakers inspiring. The opportunity to learn from
colleagues in this area has inspired me to conduct
research which will make a difference.