WEBINAR

FCA Consumer Duty: Monitoring Customer Outcomes

In June this year the FCA concluded that while many firms have adequately tested their products and outbound communications, not enough focus is being put on monitoring customer outcomes. 

In this webinar from Irrational Agency, Leigh Caldwell discusses how small-scale behavioural studies on a quarterly basis can help monitor outcomes in the four key areas: products and needs, price and value, comprehension, and support. He will discuss how you can measure these against industry benchmarks, provide vulnerable customer analysis, and create easy numeric scales for ongoing tracking. 

Traditional customer satisfaction metrics fall short of the requirements from the FCA and existing management information and analytics is limited in truly understanding real-life customer outcomes. Irrational Agency's method will give you the information you need as well as providing the insights to make valuable improvements.

Join us on 5th September at 4pm (BST), and get ongoing customer monitoring processes right first time.