Culture is measured by its outcomes

The latest discussion paper from the FCA is intended to stimulate further debate about culture in financial services.

At RFS we believe firms which measure customer outcomes will lead the way in cultural transformation.

Our latest paper explores the FCA views on culture in financial services and how outcome testing can be a potent agent for change.

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Further Reading

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Latest Articles

Good outcomes demand an external view

29/05/2019 by

Customer outcomes are a critical indicator of conduct and culture. The regulator now expects firms to […]

Read >

Digitalisation demands complaints excellence

05/03/2019 by

The way a firm handles a customer complaint can prove to be a key moment of […]

Read >

The challenge for the Challengers

17/01/2019 by

Setting up a new bank requires significant upfront investment ahead of achieving scale; and one of […]

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