Better outcomes for Vulnerable Customers

When companies improve the experience for

vulnerable customers, they improve the

experience for all customers

53% of adults display a characteristic of vulnerability (FCA, 2017)

We are working with blue-chip clients, to help them understand how customers think, feel and behave throughout the customer journey in order to deliver good customer outcomes (and provide evidence of meeting your FCA Consumer Duty requirements, if required)

Building leaders’ understanding:

Customer Closeness for Leadership Teams

Using the FCA framework of vulnerability to focus in on a specific area per session
Live moderated discussion with Q&A from leaders
Podcast to disseminate findings

Aligning colleagues on realities and solutions:

All Hands Vulnerability Workshops

Pre-recorded interviews with vulnerable customers
Virtual all-hands workshop to bring customer realities to life and workshop implications and solutions

Benchmarking and

continuous assessment:

Qualitative interviews

Individual qualitative interviews to explore the customer journey in depth
Development of principles to meet requirements
Annual review of the journey to ensure continued meeting of FCA requirements

Why partner with The Customer Closeness Company:

We are a highly-trained and experienced team of senior moderators, adept at facilitating C-suite audiences and All Hands events. Most importantly, we are skilled in building trust amongst participants and handling topics sensitively and with compassion

Trusted, compassionate facilitation

We will provide a recommendation on the best methodological approach to take and which range of vulnerabilities to include

Methodology tailored to vulnerability

We have expertise in using the FCA framework of vulnerability to design the most appropriate sample, and we partner with specialist recruitment teams to find the right people

Specialist, sensitive recruitment

We have good understanding of the rigorous work of the FCA and will build on this to ensure outcomes and recommendations are closely aligned to the FCA Consumer Duty requirements

FCA-informed research expertise

We work to bring to life the findings in creative and impactful ways so that they are shared, noticed and acted upon: from films to podcasts, newsletters to installations

Creative, impactful insight delivery

“I think organisations can go a step further and just ask everyone, ‘Are there any reasonable adjustments we can make to improve your experience?’
Understanding and awareness are absolutely key.”

Jen, 34 – Visual Impairment