Consumer Duty testing

Case study

The context

Under Consumer Duty regulations in the UK, banks must demonstrate that their communications are understood by customers and enable them to make informed decisions that are in their best interests.

A retail bank needed a pragmatic, yet effective, means of testing communications effectiveness, validating comprehension and clarity.

What we did

A large-scale online survey examining over 25 documents with a consumer sample designed to match the profile of typical customers. The content, structure and layout of each document were evaluated revealing overall understanding, whether consumers knew what to do next and if they understood the implications of any actions.

How it helped

Outputs provided clear, robust evidence that each document complies with Consumer Duty regulations whilst also identifying minor adjustments to boost overall effectiveness.

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