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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

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

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How it works:

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  • 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

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