A STOCKBROKER

Customer journey mapping followed by a managed programme of journey-based feedback

➔ Invites and responses on a monthly basis to different clients at different

REAL-TIME
JOURNEY BASED stages of their customer life-cycle
➔ Touchpoints surveyed aligned to the Four Outcomes
FOUR OUTCOME ➔ Capturing data for both CX improvement and Consumer Duty evidence
ASSESSMENT
➔ Real-time response notifications & dashboards to access client feedback
CONSUMER ➔ Fully managed programme with reviews from CX and CD experts
DOCUMENT
TESTING

IIC 360 ALIGNED TO

CONSUMER DUTY

INTERNAL GAP
ANALYSIS

1
 A RETAIL BANK

Single survey designed around Four Outcomes to establish a baseline across the business

REAL-TIME
➔ Didn’t want to wait 12 months to test again so developed a Customer
JOURNEY BASED Journey based feedback programme generating feedback each month
➔ Monthly feedback to understand and improve Customer Experience whilst
FOUR OUTCOME
also evidencing performance against CD outcomes
ASSESSMENT
➔ Supplemented by regular staff feedback on what they think the business
does for customers
CONSUMER
DOCUMENT ➔ Accredited IIC Award based on the customer and staff feedback captured
TESTING over a 12-month period

IIC 360 ALIGNED TO

CONSUMER DUTY

INTERNAL GAP
ANALYSIS

2
 A SIPP PROVIDER

Testing Consumer Understanding of standard documentation

➔ Ad-hoc surveys asking new clients to comment on & score documentation

REAL-TIME
JOURNEY BASED
➔ Managed by IIC using The Feedback hub online portal
➔ Secure data management
FOUR OUTCOME
ASSESSMENT ➔ Fully managed design, survey delivery and analysis
➔ Online portal to access results in real time
CONSUMER
DOCUMENT ➔ Advise and recommendations from CX professionals
TESTING

IIC 360 ALIGNED TO

CONSUMER DUTY

INTERNAL GAP
ANALYSIS

3
 A COMMERCIAL INSURANCE BROKER

An enhanced IIC Assessment supplemented claims outcome feedback

➔ The existing IIC Assessment and Award with additional questions relating
REAL-TIME
JOURNEY BASED to the Consumer Duty outcomes
➔ Internal and external perspectives compared
FOUR OUTCOME ➔ Independent evaluation and IIC Award
ASSESSMENT
➔ Claims experience measured by a short outcome-based survey during
CONSUMER
and/or after a claim transaction
DOCUMENT
➔ Evidencing existing customer experience (identifying improvements) and
TESTING
performance against the Four Outcomes

IIC 360 ALIGNED TO

CONSUMER DUTY

INTERNAL GAP
ANALYSIS

4
 AN ASSET MANAGEMENT GROUP

Employees assessing company performance vs. key business drivers of Consumer Duty

REAL-TIME
➔ Detailed internal cultural analysis vs IIC’s 20 key business drivers of
JOURNEY BASED Consumer Duty
➔ Drivers can be changed versus what matters most to you internally, or to
match more relevant Consumer Duty guidance from the FCA
FOUR OUTCOME
ASSESSMENT ➔ Detailed gap analysis of Consumer Duty adherence vs, Cross Cutting rules,
and Four Outcomes
CONSUMER
DOCUMENT ➔ Independently verified evidence for annual FCA report
TESTING

IIC 360 ALIGNED TO

CONSUMER DUTY

INTERNAL GAP
ANALYSIS