Point of sale and pre-completion MI and corrective action
(Outcomes 2, 3, 4)

Data measured (MI)

What this MI shows

Target

(Set by your firm. Should be what your firm believes will demonstrate TCF in relation to the six consumer outcomes)

Result

Actions

(Where target not met indicate how root cause will be investigated and recommended timescales for remedial action)

Score rating of quality of advice/information provided following mystery shopping/telephone or other monitoring

Measure of the quality of advice and information provided - and by sales consultant/adviser. Shortcomings may result in unsuitable sales or other unfair outcomes.

Volume of pre-completion customer queries by product

May indicate quality of advice and/or clarity of product information, or that product is overly complex for target customers

Score rating of quality of advice/information provided following mystery shopping/telephone or other monitoring

Measure of the quality of advice and information provided - and by sales consultant/adviser. Shortcomings may result in unsuitable sales or other unfair outcomes.

Volume of pre-completion customer queries by product

May indicate quality of advice and/or clarity of product information, or that product is overly complex for target customers

Score rating of quality of advice/information provided following mystery shopping/telephone or other monitoring

Measure of the quality of advice and information provided - and by sales consultant/adviser. Shortcomings may result in unsuitable sales or other unfair outcomes.

Volume of pre-completion customer queries by product

May indicate quality of advice and/or clarity of product information, or that product is overly complex for target customers