The Importance of Perception Metrics in Financial Services

Customer perception or satisfaction for me isn't the same as a good outcome but it's really difficult to sort of juggle those points. The FCA's approach in part is looking at things like surveys whether they're financial live survey other surveys or even surveys of firms. Perhaps in our clients we'd call that consumer testing and we've seen lots of firms talking about how they can incorporate consumer testing into their sales processes. I also would slightly cynically say there's an interesting philosophical question around actually what you want from your regulator here. Do I want a regulator that is perceived to be successful although it actually is successful so I think any metrics we can have that are properly tangible I think it would