Consumer Duty

At Savanta, our commitment to improving outcomes between financial firms and their customers continues to be a critical focus. We’ve conducted extensive communication testing across diverse financial products and audiences, involving over 20,000 customer interviews across multiple sectors including, banking, commercial finance, insurance, pensions, retail finance and wealth management.

Our key insight is that communication testing is crucial not just for regulatory compliance but for fostering a customer centric approach that benefits both customers and businesses. By working with many of you over the past year, we’ve learned to navigate the differences within organisations and product portfolios to achieve the FCA’s objectives for better customer outcomes.

Put simply, engaging stakeholders and ensuring they understand the benefits of these regulations is essential. Effective communication testing requires collaboration across departments and business silos.

And insight alone isn’t enough; it must be acted upon. We’ve developed consistent principles and a framework for communication testing that can be tailored to specific needs and scaled for larger projects, ensuring actionable insights and better outcomes for all.

Within this report, we aim arm you with insight and guidance on how to maintain momentum on your Consumer Duty journey. We highlight the key lessons we’ve learned from working with so many of you to prepare for the new regulation, and how we can continue to assist you on your path to better customer outcomes in the future.

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To download our free report please click here