Consumer Duty Measurement

IIC Measurement and evidencing for Consumer Duty. Repeatable email surveys for key groups of customers, identifying stages in product life cycle, comparing company performance against one or all of the Four Outcomes

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Key benefits:

Customer Outcome measurement versus the Four Outcomes
Outcome measurement comparing new vs long-term customers
Measurement vs journey stage
Focus on highest-risk customer touchpoints
Department/function level view of outcome delivery
Qualitative insights for customer-led Consumer Duty/CX change plan
NPS(R) Scoring
Repeatable surveying for ongoing measurement if required

How it works:

Invites and responses on a monthly basis to different clients at different stages of their customer lifecycle
Touchpoints surveyed aligned to the Four Outcomes
Capturing data for both Customer Experience Improvement and Consumer Duty Evidence
Fully managed programme with reviews from Customer Experience and Consumer Duty experts

Giving you:

Actionable insights
Independent verification and benchmarking to help you understand and provide context to your results

A Company That Cares

Consumer Duty Measurement