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Consumer Duty
How are your client communications faring under Consumer Duty?
We’ve tested hundreds of client communications across multiple channels and audiences—working with asset managers, platforms, and advice firms to ensure clarity, consistency, and Consumer Duty alignment.
Our research doesn't just inform content - it's trusted at Board level to evidence effective delivery.
Turning Customer Voice into Actionable Insight
With over 8 years’ experience in understanding and tabling the customer voice, we can help with data and insights on both general consumers and your more specific customer base.
From factsheets and suitability reports to client letters and vulnerable customer journeys, our testing identifies risks early and helps reduce the chance of misunderstandings, poor outcomes, and future complaints.
We support firms to improve their communications in line with Consumer Duty
Four ways we can support firms:
1. Test and refine your client communications with your target market
We work with clients to test that their communications are compliant with Consumer Duty. Consumer Duty requires firms to test their communications with customers to ensure that consumers can find information, comprehend the information, and that the information provided supports them to make good decisions that inform the right action for their investment objectives.
2. Define value with independent input
We have 7 years' experience in supporting asset managers to define and measure value. Our bespoke value frameworks for asset managers, platforms and advice firms support firms to build their value proposition and centre it around the voice of the customer.
3. Measure value and competitor benchmarking
Our tracker products help you to understand and measure the value you provide to clients and benchmark this against competitors, to provide independent metrics and help inform your service offering.
4. Identify your target market, understand their needs, characteristics and objectives
We have over 8 years of consumer / investor data and can map our quantitative data and qualitative insights to your selected customer segments, providing quick, reliable input into documenting and understanding your target market.
Communications Testing to Support Consumer Duty
Through Consumer Duty communications testing research projects, we have supported our clients to improve a huge range of literature, including factsheets, suitability reports, client letters, processes and journeys, including for potentially vulnerable customers.
Our testing identifies risks early and helps reduce the chance of misunderstandings, poor outcomes, and future complaints.
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