Consumer Duty ⋆ Institute of Customer Service

Improve business performance and achieve your Consumer Duty goals by focusing on customer outcomes

The FCA’s Consumer Duty standard encourages financial services firms to consider the needs of their customers. We help you focus on customer outcomes, understand your customers, and identify where to invest for the greatest return on your service proposition.

Get closer to your customers

Don’t go it alone. We act as your expert advisor and critical friend. Our Breakthrough Research helps you meet your strategic service goals and track progress externally (with your customers) and internally (across your business).

Understand what drives trust and how you benchmark. Improve your financial performance and have confidence that you are going above and beyond to fulfil the requirements of Consumer Duty.

Network with genuine experts

We hold regular member meetings, CEO and regulator roundtables tailored to the specific needs of our members.

We also host All Party Parliamentary Group (APPG) sessions, which allow for the exchange of ideas and the exploration of policy matters that directly impact our industry. The impact of customer service on economic growth, business performance and public services are some of the recurring themes.

Change behaviour and shift culture

By understanding your business’s alignment with your service strategy at different levels and across different units and functions, you can see where you need to focus your efforts.

Our professional development, training and accreditations are all designed to help you achieve consistency, set standards, and shift your service culture.

Governance and the Role of the Customer

You get all this, along with a whole host of member benefits, from Organisational Membership.

If you are interested in finding out more, we are offering a free copy of our Governance research (worth £1,000). Just let us know your details and we’ll send you a copy.

The research includes:

To what extent is the customer perspective present in the boardroom and in corporate governance?

What are customers’ perspectives on how companies balance the needs of all their stakeholders and focus on long-term performance?

How does corporate governance influence organisation’s customer experience strategy and delivery?

How are investors’ requirements for organisations to report on customer experience changing?

How should corporate governance change to ensure a focus on long-term objectives and enable a balance of the interests of shareholders, customers, employees and the wider community?