85 outcome metrics — the reads that tell you whether a journey is delivering. A metric is a derived calculation, not a raw measure: revenue per call, comprehension recall, the outcome gap between cohorts. Data feeds the metric; the metric informs the decision. 46 of these can be surfaced as a continuous live read.
Our take on the metrics we'd typically expect to see in a firm operating to the principles of Consumer Duty.
A calculation, not a raw number — the board-worthy reads.
| Name | What it reads | Pillar | Stage | Benchmark | Live read? |
|---|---|---|---|---|---|
| Comprehension recall score | % of tested customers who can correctly restate the key points of a communication after exposure | Consumer Understanding | Before/Acquiring/After | ~80% correct recall of key points (FCA's cited good-practice example) | — |
| Decision-accuracy score — easy scenario | % of tested customers choosing the objectively correct option where the easy signal (headline rate/figure) also points the right way | Consumer Understanding | Before/Choosing | FCA RCT (~15,000 UK adults, CP26/15): >80% correct when lower-APR product also had lower total cost | — |
| Decision-accuracy score — hard scenario | % of tested customers choosing the objectively correct option where the easy signal points the wrong way | Consumer Understanding | Before/Choosing | FCA RCT: only 17% correct when signals diverged. Band: >=80% aspire / 60-79% investigate / <60% act | — |
| Drop-off rate at comprehension-critical steps | % of customers abandoning or hesitating at a journey step presenting a key term, exclusion or condition | Consumer Understanding | Before/Acquiring | none published — pair with a direct comprehension test before citing as a comprehension finding | ● yes |
| Comprehension-coded query/complaint theme share | % of complaint/chat/call volume coded to a comprehension-related theme | Consumer Understanding | cross-cutting | none published — triangulation input only | ● yes |
| Communication clarity/comprehension test pass rate (general comms) | % of tested customers passing a comprehension check on a specific communication, outside the point-of-sale programme | Consumer Understanding | cross-cutting | none named | — |
| Vulnerability identification rate | % of book carrying a vulnerability flag | Consumer Support | cross-cutting | vs firm's own expected-prevalence estimate (Financial Lives-based) — firm-sourced, not templated | ● yes |
| Self-disclosure share of flagged population | % of the flagged vulnerable population identified via self-disclosure vs inferred/observed signal | Consumer Support | cross-cutting | context: FCA Mar 2025 — only 42% of vulnerable customers say they've disclosed | ● yes |
| Target-market adherence rate (partner channel) | % of partner-originated sales/policies falling within the defined target market | Products & Services | Before/Acquiring | none named | — |
| Product recommendation/suitability accuracy (partner channel) | % of partner recommendations independently assessed as suitable | Products & Services | Before/Acquiring | none named | — |
| Partner onboarding error rate | % of partner-originated onboarding cases with a material error, tracked by segment | Products & Services | Acquiring | none named | ● yes |
| Partner query-resolution effectiveness | % of partner-handled customer queries actually resolved (not merely responded to) | Consumer Understanding | cross-cutting | none named; FCA explicitly rejects NPS/open-rate/complaint-volume alone as proxies | — |
| Partner first-contact resolution rate | % of partner-handled cases resolved at first customer contact | Consumer Support | Moments that matter | none named | ● yes |
| Partner end-to-end time-to-outcome | aggregated time from the customer's actual first contact (not internal case-open) to outcome, partner-delivered service | Consumer Support | Moments that matter | none named — the clock must start at customer contact, not internal case-assignment | ● yes |
| Commission share of total cost of credit (distribution chain) | commission as % of total cost of credit / interest paid, for a partner-financed product | Price & Value | Acquiring | FCA MS24/2: ~55% of total cost of credit, ~66% of interest payments, SPFP-financed agreements (p.30 Section 5.15) | — |
| Commission-driven switching indicator | lapse-rate spike at a commission clawback-period anniversary, vs a smooth baseline | Price & Value | Living with it/After | FCA MS24/1.4: ~2 percentage-point finding | ● yes |
| Fair-value usage flag ratio | % of paid-for feature/add-on usage vs the product's designed assumption | Price & Value | Living with it | none published — a low usage rate against price paid is the flag itself | ● yes |
| Back-book vs front-book rate gap (loyalty penalty) | gap between the rate/price offered to existing (back-book) customers and new (front-book) customers, economically equivalent product | Price & Value | Living with it/Expanding Use | FCA Cash Savings Market Study named the "loyalty penalty"; no fixed numeric threshold published | ● yes |
| Renewal/tenure price differential | price/premium differential between a new customer and a tenured customer, same risk profile, at renewal | Price & Value | Expanding Use | none published as a threshold — the price-walking remedies are the regulatory backdrop | ● yes |
| Exit-friction symmetry ratio | steps/time to leave a product vs steps/time to acquire it | Consumer Support | After | PRIN 2A.6 no-unreasonable-barriers rule (qualitative test, no numeric threshold) | ● yes |
| Claims/payout cost as % of premium | total claims payout as a proportion of premium collected, by product line | Price & Value | Moments that matter | FCA's own named fair-value metric for GAP insurance | — |
| Complaint/FOS uphold rate | % of complaints upheld (internally or by FOS), by product/theme | Consumer Understanding | cross-cutting | none published; DISP 8-week timeline is the adjacent process benchmark | ● yes |
| Complaint incidence rate | complaints per 1,000 customers/accounts/policies, by coded theme | Consumer Understanding | cross-cutting | none published | ● yes |
| Forbearance take-up rate | % of customers offered forbearance who actually take it up | Consumer Support | Moments that matter | none published | ● yes |
| Forbearance sustainability / re-default rate | % of forbearance arrangements still being met (not broken) at 3/6/12 months | Consumer Support | Moments that matter | none published | — |
| End-to-end journey time vs promise | actual time from trigger (claim, request, notification) to resolution, against the stated service promise | Consumer Support | Moments that matter | FCA multi-firm review of life insurers' bereavement claims uses this exact measure; DISP 8-week for complaints | ● yes |
| Forward-action closure rate | % of board-agreed actions closed vs overdue, this reporting period | Consumer Understanding | n/a | none published; FCA's board-report observations name the absent accountability trail as a deficiency | — |
| Decision-to-outcome-data traceability rate | % of board/committee decisions this period that cite the outcome data that informed them | Consumer Understanding | n/a | FCA Dec 2024 review + Apr 2026 board-report observations name this as the most-failed line of sight | — |
| Settlement/redress calculation accuracy rate | % of settlement or redress figures matching the correct calculation methodology on independent check | Price & Value | Moments that matter/After | none published | — |
| Switching completion rate within guarantee (CASS) | % of current-account switches completed within the 7-working-day CASS guarantee | Consumer Support | Before/Acquiring | CASS 7-working-day guarantee | ● yes |
| Cash ISA transfer completion rate within target | % of cash ISA transfers completed within 7 working days | Consumer Support | After | industry target: 90% within 7 working days | ● yes |
| APP fraud reimbursement rate within standard | % of eligible APP fraud claims reimbursed within the 5-business-day standard | Consumer Support | Moments that matter | 5-business-day reimbursement standard | ● yes |
| Confirmation of Payee (CoP) coverage rate | % of Faster Payments covered by a CoP check | Consumer Support | Moments that matter | target: near 99% of PSPs | ● yes |
| Suitability drift rate | % of portfolios/holdings outside the client's stated risk profile for more than a defined period | Products & Services | Living with it | none published; firm sets its own [X]-month threshold | — |
| Advice review delivered-vs-charged rate | % of ongoing-advice clients with an evidenced review delivered in the period vs charged for one | Price & Value | Living with it | FCA's own delivered/charged split, named finding | — |
| Persistent-debt communication compliance rate | % of customers in persistent debt receiving timely, comprehensible 18/27/36-month communications | Consumer Understanding | Living with it | CONC-driven milestone communications (18/27/36 month) | — |
| Repeat-contact/re-explanation rate | average number of times a customer has to re-explain their situation across separate contacts, per case | Consumer Support | Moments that matter | target: zero after first registration (named for PoA) | — |
| Channel parity ratio | % of tasks completable by a digitally-excluded/assisted-channel customer that a digital customer can complete | Consumer Support | Living with it | none published | ● yes |
| Decline-with-reason rate | % of declines (application, claim, adverse action) issued with a coded, understandable reason | Consumer Understanding | Acquiring/Moments that matter | none published; a hard-fail absence is itself a finding | ● yes |
The sharp tier — an outcome compared across cohorts (e.g. vulnerable vs non-vulnerable).
| Name | What it reads | Pillar | Stage | Benchmark | Live read? |
|---|---|---|---|---|---|
| Comprehension segment-parity gap | difference between a segment's (vulnerability/digital-literacy/channel) comprehension score and the aggregate score, same test | Consumer Understanding | cross-cutting | No score materially below aggregate without a named action to close it (FCA good-practice) | — |
| Negative-experience outcome gap (vulnerable vs non-vulnerable) | difference in % reporting a negative experience, vulnerable cohort vs non-vulnerable cohort | Consumer Support | cross-cutting | FCA Mar 2025: 44% vs 33% (11pp gap) | — |
| Awareness-stage comprehension gap | promotion comprehension test pass rate, vulnerable vs non-vulnerable cohort | Consumer Understanding | Before | none published | — |
| Research-stage friction gap | pre-sale query resolution / quote-stage drop-off rate, vulnerable vs non-vulnerable cohort | Consumer Understanding | Before | none published | ● yes |
| Choosing-stage access gap | quote-to-application conversion rate, vulnerable vs non-vulnerable cohort | Products & Services | Before | none published | ● yes |
| Buying-stage cancellation/withdrawal gap | cooling-off cancellation rate (consumer-credit equivalent: right-of-withdrawal exercise rate), vulnerable vs non-vulnerable cohort, coded reasons | Products & Services | Acquiring | none published | ● yes |
| Onboarding completion gap | activation/registration completion rate, vulnerable vs non-vulnerable cohort | Consumer Support | Acquiring | none published | ● yes |
| Ongoing-use dormancy gap | dormancy/non-usage rate of paid-for features, vulnerable vs non-vulnerable cohort | Price & Value | Living with it | none published | ● yes |
| Renewal/retention parity gap | renewal retention rate and renewal price differential, vulnerable vs non-vulnerable cohort | Price & Value | Expanding Use | none published | — |
| Service & Claims outcome/time gap | outcome vs promise, and end-to-end time to resolution, vulnerable vs non-vulnerable cohort | Consumer Support | Moments that matter | none published; FCA names this stage's measures directly (e.g. PoA/bereavement timing) | ● yes |
| Exit-friction parity gap | exit friction (steps/time to leave vs to buy), and complaints raised at exit, vulnerable vs non-vulnerable cohort | Consumer Support | After | none published | ● yes |
The feedstock the metrics above are derived from.
| Name | What it reads | Pillar | Stage | Benchmark | Live read? |
|---|---|---|---|---|---|
| Revenue / premium / fee income | raw revenue, premium or fee value collected, at product or channel level | Price & Value | cross-cutting | none | ● yes |
| Call/contact volume | raw count of customer contacts, by channel | Consumer Support | cross-cutting | none | ● yes |
| Complaint volume (raw count) | raw count of complaints received, by theme/product | Consumer Understanding | cross-cutting | none | ● yes |
| Vulnerability flag count | raw count of customer records carrying a vulnerability flag | Consumer Support | cross-cutting | none | ● yes |
| Individual comprehension test result | raw per-customer pass/fail outcome on a comprehension or decision-accuracy test | Consumer Understanding | cross-cutting | none | — |
| Per-case elapsed time (trigger to resolution) | raw timestamp pair — event start to event end, for a single case | Consumer Support | cross-cutting | none | ● yes |
| Application/case count by outcome | raw counts of applications submitted, approved, declined, by segment | Products & Services | Acquiring | none | ● yes |
| Policy/account/agreement count | raw count of live products in force, by status/segment | Products & Services | Living with it | none | ● yes |
| Customer volume/value through a given partner | raw count/value of customers or business routed through a named third party | cross-cutting | cross-cutting | none | — |
| Website/app drop-off event count (by step) | raw count of sessions abandoned at a specific journey step | Consumer Understanding | Before/Acquiring | none | ● yes |
| App/online-banking outage minutes | raw downtime log, digital channel | Consumer Support | Living with it | none | ● yes |
| Proactive prompts/notifications sent (count) | raw count of proactive customer communications sent, by trigger type | Consumer Understanding | Living with it/Expanding Use | none | ● yes |
| Re-contact/re-explanation count per case | raw count of times a single customer had to repeat information within one case | Consumer Support | Moments that matter | target named for PoA: zero after first registration | — |
| Cooling-off/right-of-withdrawal cancellation count | raw count of cancellations within the cooling-off window, coded by reason | Products & Services | Acquiring | none | ● yes |
| Age/demographic segment data point | raw customer age, digital-literacy flag, or channel-use record | Consumer Support | cross-cutting | none | — |
| Sales-file review result (individual case) | raw per-file quality-review outcome — pass/fail/flagged | Products & Services | Acquiring | none | — |
| Decline/adverse-action reason code (raw, per case) | raw coded reason attached to a single decline or adverse action | Consumer Understanding | Acquiring/Moments that matter | none | ● yes |
| Expected-prevalence benchmark estimate (vulnerability, by segment) | firm-modelled estimate of what share of a segment should show vulnerability characteristics, from Financial Lives + own book analysis | Consumer Support | cross-cutting | firm-sourced, not templated | — |
| Lawful-basis/DPIA reference (data-governance record) | raw record of the Art. 6/Art. 9 lawful basis and DPIA status supporting vulnerability data processing | Consumer Support | n/a | FCA/ICO joint position, 27 Mar 2026 | — |
| Renewal notice/communication sent (count, lead time) | raw count and lead time of renewal or maturity notices issued | Consumer Understanding | Expanding Use | none | ● yes |
| Fair-value assessment record (product, date, conclusion) | raw record of whether/when a fair-value assessment was completed and its stated conclusion | Price & Value | n/a | none | — |
| Third-party role classification (per partner) | raw categorical record — manufacturing/distribution/service-delivery/customer-interface/operational | cross-cutting | n/a | none | — |
| Written role agreement in place (Y/N, per partner) | raw binary record of whether a written role agreement exists with a partner | cross-cutting | n/a | none | — |
| Board action item (raw log entry, status) | raw record of an individual agreed board action, its owner, and its status | Consumer Understanding | n/a | none | — |
| Individual decision log entry | raw record of one board/committee decision, the outcome data cited, and its expected effect | Consumer Understanding | n/a | none | — |
| Quote/comparison count (by channel) | raw count of quotes generated, by acquisition channel | Products & Services | Before | none | ● yes |
| Trust/beneficiary nomination record (Y/N, per policy) | raw binary record of whether a trust or beneficiary nomination is on file | Products & Services | Living with it | none | — |
| Suitability review record (date, per client) | raw record of when a client's suitability/risk profile was last reviewed | Products & Services | Living with it | none | — |
| Instalment/premium-finance uptake count | raw count of customers choosing instalment vs annual payment | Price & Value | Acquiring | none | — |
| Repossession/enforcement action count | raw count of repossessions or enforcement actions taken, with preceding-forbearance flag | Consumer Support | Moments that matter | none | — |
| Sludge/friction score components (steps, logins, re-authentication count) | raw count of steps/logins/re-authentication events required to access a service, e.g. forbearance | Consumer Support | Living with it | none | ● yes |
| Customer effort score (raw survey response) | raw per-customer effort-score survey response, captured at a specific stage (e.g. claim) | Consumer Support | Moments that matter | none | — |
| Third-party/distributor MI submission (raw feed) | raw data feed received from a distributor or TPA — sales pattern, claim outcome, service-level data | cross-cutting | cross-cutting | none | ● yes |
| Balance/asset threshold flag (e.g. FSCS proximity) | raw binary flag: customer balance sits near/above a regulatory protection threshold (e.g. FSCS limit) | Consumer Understanding | Living with it | FSCS protection limit — firm confirms current published figure | ● yes |
| Deferment/waiting-period comprehension test result (raw, per customer) | raw per-customer test outcome on whether they understand a deferment or waiting-period exclusion, tested at sale and again later | Consumer Understanding | Before/After | FCA Jan 2026 consumer research names this the single most common cross-channel knowledge gap (p.33) | — |
A per-journey measure layer (~500 examples across the 128 journeys) sits behind this canonical roll-up in the journey data. This list is a draft reference, in active development.