Solution / Communications Effectiveness / Consumer Duty
Clear to you. But is it clear to your customers?
Independent customer research that helps financial services organisations test communication effectiveness, identify misunderstanding and improve consumer understanding.
What we help with
Help customers understand, make confident choices and stay informed.
We provide the customer evidence you need to test, improve and show the effectiveness of your communications, so your Consumer Duty work is grounded in what customers actually understand.
Communication clarity
Can customers find, understand and interpret the information they need?
Comprehension testing
Do customers understand key benefits, risks, exclusions and decisions?
Inclusive understanding
How well do communications work for customers with different needs and characteristics of vulnerability?
Evidence & improvement
Where is misunderstanding happening, what should change and how can improvements be evaluated?
Our point of view
A communication isn’t effective because it’s been sent. It’s effective when it’s understood.
Clear language matters. But real confidence comes from testing whether the right customers understand the right information at the right moment.
Free practical toolkit
The Customer Outcome Blind Spot
Your data says customers are doing fine. But what aren’t you seeing? A practical guide for financial services leaders who want to look beyond the dashboard, covering five blind spots that could be hiding in your Consumer Duty evidence and how to start uncovering them.
Evidence in action / Financial services
When standard research excluded the very customers who needed to be heard.
How a financial services brand used an inclusive research approach to understand deaf, hard of hearing and non-speaking customers, and change the way it communicates with them.
