Financial Sector Research
Treating Customers Fairly (TCF) research
Financial services firms must demonstrate they are consistently treating customers fairly and have management information to show they are meeting the FSA’s Treating Customers Fairly Outcomes.
ORC International can provide customer and staff research that will provide insight and input to help you understand and monitor your TCF objectives:
Outcome 1: fair treatment central to corporate culture
Employee surveys continually monitor staff attitudes and engagement with the corporate culture, and intranet "Dashboard" research outputs accessible to all staff highlight progress in reaching TCF objectives.
Outcome 2: products meet needs and are targeted
Market assessment and segmentation studies can help identify your target market and assess the suitability of your offer
Outcome 3: clear information
Consumer testing your communications ensures that all KFDs and product literature are clear and intelligible for consumers
Outcome 4: suitable advice
Outcome 5: products and service an acceptable standard
Outcome 6: no unreasonable post-sale barriers
Customer feedback and research on the customer journey – from the initial marketing and sale through to the post-sale experience – can provide valuable input for areas which might need improvements. Continuous tracking of customer views or a one-off survey can provide valuable insight into issues that are causing concern and may need addressing. Consumer testing can also help highlight where customers may need additional clarification on the suitability of products.
For further information, please contact Marketing on 020 7675 1151 or e-mail website@orc.co.uk
