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We capture the data and intelligence you need to demonstrate the outcomes your customers receive.
Most financial services firms in some way already monitor and measure the outcomes of their CX efforts. But existing measurement frameworks and established metrics like CSat, NPS® and retention rates are not enough to monitor and evidence the four outcomes of Consumer Duty.
High levels of customer satisfaction, a willingness to recommend or stay is not an indicator of a good outcome. The FCA has already indicated that outcome measurement is more than a good NPS®, high retention rates, or a high number of client referrals.
The Duty requires you to assess, test, understand and evidence the outcomes your customers are receiving. Firms have different capabilities depending on size, resources and activities. Every business, no matter how small, is required to do this.
We can capture data for you to demonstrate the outcomes you provide your customers. That’s it. There are additional benefits once you get going but that is the immediate issue we address.
We are independent, professional, experts in the financial services sector. We know what a ‘good’ customer experience looks like, and we know what ‘good data capture’ looks like – we’ve been doing it since 2006.
Using our bespoke platform, our CX team have been helping clients like these to drive improvements to their businesses and progress to evidencing outcomes.
