--- title: "Video: Monitoring Customer Outcomes for Consumer Duty" description: Easily monitor ongoing customer outcomes for FCA Compliance using behavioural science image: https://blog.irrationalagency.com/hubfs/title-for-webinar-slide-template.jpg --- hello@irrationalagency.com | +44 (0)20 7064 6555 Follow us: [![Irrational Agency](https://blog.irrationalagency.com/hs-fs/hubfs/raw_assets/public/Irrationalagency_September2022/images/irrational-agency-logo.png?width=1000&height=1663&name=irrational-agency-logo.png "Irrational Agency")](https://irrationalagency.com/) - [About](https://irrationalagency.com/about-us/) - [Services](https://irrationalagency.com/services/) - [Narrative qual](https://irrationalagency.com/narrative-qual/) - [System 3](https://irrationalagency.com/system-3/) - [Behavioral Conjoint](https://irrationalagency.com/behavioural-conjoint/) - [Hidden Stories](https://irrationalagency.com/hidden-stories/) - [Work](https://irrationalagency.com/work/) - [Blog](https://blog.irrationalagency.com/) - [Contact](https://irrationalagency.com/contact/) - Get free insight on... - [FCA Consumer Duty Guide](https://info.irrationalagency.com/fca-consumer-duty-guide?_ga=2.35805152.1357843051.1666273171-1379455377.1659466076&_gl=1*1mjfy27*_ga*MTM3OTQ1NTM3Ny4xNjU5NDY2MDc2*_ga_DSM5WT91R8*MTY2NjI3MzE3MC41LjEuMTY2NjI3MzgxNC4wLjAuMA..) - [Hidden Stories on Sustainability](https://info.irrationalagency.com/hidden-stories-report-on-sustainability-2022-landing?_ga=2.56850410.1357843051.1666273171-1379455377.1659466076&_gl=1*1ephb79*_ga*MTM3OTQ1NTM3Ny4xNjU5NDY2MDc2*_ga_DSM5WT91R8*MTY2NjI3MzE3MC41LjEuMTY2NjI3MzgxNC4wLjAuMA..) - [Guide to Behavioral Market Research](https://info.irrationalagency.com/guide-to-behavioral-market-research-download?_ga=2.30619775.1357843051.1666273171-1379455377.1659466076&_gl=1*7dbbmj*_ga*MTM3OTQ1NTM3Ny4xNjU5NDY2MDc2*_ga_DSM5WT91R8*MTY2NjI3MzE3MC41LjEuMTY2NjI3MzgxNC4wLjAuMA..) [![Irrational Agency](https://blog.irrationalagency.com/hs-fs/hubfs/raw_assets/public/Irrationalagency_September2022/images/irrational-agency-logo.png?width=1000&height=1663&name=irrational-agency-logo.png "Irrational Agency")](https://irrationalagency.com/) [Back to All Posts](https://blog.irrationalagency.com) ![](https://blog.irrationalagency.com/hubfs/title-for-webinar-slide-template.jpg) # Video: Monitoring Customer Outcomes for Consumer Duty [Finance](https://blog.irrationalagency.com/tag/finance), [Webinars and Videos](https://blog.irrationalagency.com/tag/webinars-and-videos), [Behavioural Science](https://blog.irrationalagency.com/tag/behavioural-science) Published by [![Leigh Caldwell](https://blog.irrationalagency.com/hs-fs/hubfs/leigh_bw.png?width=50&height=50&name=leigh_bw.png)**Leigh Caldwell** ](https://blog.irrationalagency.com/author/leigh-caldwell) In June of this year, after a multi-firm review, the FCA concluded that financial organisations need to make improvements in their monitoring to determine whether they were in fact delivering good outcomes for retail customers. Of the firms reviewed the FCA felt that few were able to provide clear evidence of where the monitoring of outcomes had directly led to proactive action being taken to improve customer outcomes. Ultimately, they cited a focus on testing and processes completed rather than outcomes delivered. Now the FCA Consumer Duty is pivoting focus to ongoing monitoring of customer outcomes. For retail financial brands this represents significant challenges. Customers can’t tell if they have got a comparatively good outcome and can often rely on gut feeling to inform any positive or negative statement.  We need to measure outcomes in a careful way, and not just ask about feelings.  In this presentation we discuss the key metrics you need to measure ongoing customer outcomes effectively and how you can get beyond the emotional gut feel.    ###### Share this article on [Follow us on Facebook](https://www.facebook.com) [Follow us on LinkedIn](https://www.linkedin.com) [Follow us on Twitter](https://www.twitter.com) [Follow us on Instagram](https://www.instagram.com) ## Related Posts ## [Monitoring Customer Outcomes for Consumer Duty](https://blog.irrationalagency.com/monitoring-customer-outcomes-for-consumer-duty) In June of this year, after a multi-firm review, the FCA concluded that financial organisations... [Read More](https://blog.irrationalagency.com/monitoring-customer-outcomes-for-consumer-duty) ## [Making lemonade out of Consumer Duty](https://blog.irrationalagency.com/making-lemonade-out-of-consumer-duty) The Consumer Duty wasn’t necessarily what anyone in the finance sector asked for, but it’s what... [Read More](https://blog.irrationalagency.com/making-lemonade-out-of-consumer-duty) ## [FCA announces next step on Consumer Duty: customer outcome monitoring must be evidenced.](https://blog.irrationalagency.com/fca-announces-next-step-on-consumer-duty-customer-outcome-monitoring-must-be-evidenced) Firms have worked tirelessly and spend hundreds of millions of pounds on compliance with the FCA’s... [Read More](https://blog.irrationalagency.com/fca-announces-next-step-on-consumer-duty-customer-outcome-monitoring-must-be-evidenced) [Back to All Posts](https://blog.irrationalagency.com) **Our offices** **United Kingdom** Paddington Works 8 Hermitage Street London W2 1BE **​Netherlands** Keizersgracht 391 A1016 EJ Amsterdam **Site map** - [Home](https://irrationalagency.com/) - [About](https://irrationalagency.com/about-us/) - [Services](https://irrationalagency.com/services/) - [Work](https://irrationalagency.com/work/) - [Blog](https://blog.irrationalagency.com/) - [Publications](https://irrationalagency.com/publications/) - [Contact](https://irrationalagency.com/contact/) **Keep up to date** Sign up for irrational insights **Follow us** Follow us: