Consumer Duty Practitioners CD outcomes monitoring webinar

Question Title

* 1. Which of the following data sources and information do you use to monitor client outcomes?

Business persistence (i.e: client retention records)

Behavioural insights (i.e: client interactions and drop off rates, use of different communications channels, etc)

Training and competency records

Reviewing client files

Monitoring client calls

Client feedback

Number of complaints

Root cause of complaints

Feedback from other parts of distribution chain

Colleague feedback

Compliance reports (to ensure standards are being met)

Researching and testing client experiences (groups discussions, mystery shopping)

Reviewing processes and policies

Question Title

* 2. Which of these are you able to monitor for vulnerable client outcomes? Please tick all that apply

Business persistence (i.e: client retention records)

Behavioural insights (i.e: client interactions and drop off rates, use of different communications channels, etc)

Training and competency records

Reviewing client files

Monitoring client calls

Client feedback

Number of complaints

Root cause of complaints

Feedback from other parts of distribution chain

Colleague feedback

Compliance reports (to ensure standards are being met)

Researching and testing client experiences (groups discussions, mystery shopping)

Reviewing processes and policies

Question Title

* 3. Using these data and information sources, the FCA requires firms to evidence a causal chain (the effect of your firm's activities on client outcomes). To what extent are you able to show the causal chain with the data you are collecting?

We are already able to show the causal chain

We are almost there

We're a long way off