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Delivering fair outcomes
Born from the financial crisis of 2008, we have long demonstrated our commitment to good governance and are here to support you in putting the customer at the heart of all you do.
Examples of our work
We have a wide variety of solutions that cater to your governance needs. Take a look at some examples below, please contact us to discuss these projects, or your own in more detail.
Our client
A UK asset manager
Their challenge
Our approach
Outcome/impact
Our client
Their challenge
In order to comply with FCA guidance, our client wanted to build a foundation of consumer insight across their fund range, which would guide retail investor communications going forward.
Our approach
We ran a programme of customer testing across multiple asset classes and had customers review various pieces of content, in order to identify areas that investors struggled with.
Outcome/impact
The insight gained was built into a toolkit for our client’s communications team. We refresh this toolkit periodically and provide ongoing training to new joiners and key business stakeholders. The team now has several guides, enabling them to consistently deliver consumer-friendly communications.
Our client
A UK asset manager
Their challenge
To strengthen their Assessment of Value statement, particularly around quality of service, in order to understand performance relative to customer expectations and industry norms.
Our approach
We conducted a two-day online community with proxy customers, drawn from The Wise Society. We tested critical fund communications and explored customer experiences of fund supermarkets across a range of D2C providers to understand customer service expectations and what good looks like.
Outcome/impact
Our approach to testing communications informed the development of our client’s Assessment of Value methodology to identify shortcomings and optimise D2C communications.
Our client
UK asset manager
Their challenge
How to raise internal awareness around the regulatory imperative to write in a ‘consumer first’ way. Regulation states that jargon shouldn’t be used, but the team wanted to understand what constitutes jargon from a customer perspective.
Our approach
We organised an evidence-based workshop with key stakeholders of the business to explain why plain English is a regulatory issue, and to cover the principles of what good looks like. Following this, we created a short, but engaging animation which was used, alongside a recording of the workshop, to educate existing and new employees. The animation summarised the key points from the workshop and provided clear examples of best practice.
Outcome/impact
Our client has now raised awareness across the business of the importance of current regulation and the importance of writing in a consumer-first way. They also have ongoing training available to all employees which will enable them to consistently deliver consumer-friendly communications.
We draw on deep industry expertise, insight and our independent perspective to develop the tools you need to make savings and investments more accessible to all.
Get in touch to find out how, together, we can deliver financial products and services that your client wants and needs.
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