Customer Outcome Monitoring Framework Template

The 28-page Customer Outcome Monitoring Framework Manual & Template is an FCA-aligned guide for assessing and improving retail customer outcomes under the Consumer Duty. Built on PRIN 2A.9, FG22/5, and 2025 updates, it ensures data-driven monitoring to enhance results and protect vulnerable customers, delivering up to 22% outcome gains per Q1 2025 reviews.

It details outcomes-focused, customer-centric principles and a step-by-step process for defining outcomes, analysing data, and reporting. With MI dashboards, mixed metrics, and customisable templates, it supports audits, board reporting, and SMCR accountability, aligning with the December 2024 thematic reviews for equitable and adaptive monitoring.

Includes:

• Overview of Customer Outcome Monitoring in the Consumer Duty

• Key FCA Requirements

• Integration with the Cross-Cutting Obligations

• Principles for Outcome Monitoring

• Outcomes-focused and Customer-centric Monitoring

• Segmentation Analysis

• Qualitative and Quantitative Metrics

• Remediation Actions for Poor Outcomes

• Record Keeping Requirements

• Monitoring Form Template

• MI Dashboard Template

• Example Completed Templates

• FCA References and Resources