Consumer Duty

Meeting and evidencing the consumer duty outcomes.
Made simple.

The platform that makes it easy to identify, monitor, evidence, and stand behind the outcomes of your customer experience.

Benefits

Reporting dashboard to make all the appropriate feedback, data and evidencing easy to access.
Evidence compliance and excellence across the 4 outcomes.
Link compliance and data across all books of business with our connector functionality.
Integrate into existing experiences - yes, even for large, complex institutions’ systems. That’s our speciality.

Products and 
services

Ensure that your products are meeting the needs of your customers using Legado.

  • Assessing customer characteristics and needs
  • Ensure products are marketed to the right customers
  • Review with better feedback and data from customers
  • Household financial health insights
Assessing customer characteristics and needs
We can defragment unstructured data from customer documentation, providing data on the characteristics of your customers' behaviour and needs, and how they are changing.
Ensure products are marketed to the right customers
Not all customers should be marketed every product. Legado’s communications module gives you the controls to ensure that marketing communications are suitably segmented. 
Review with better feedback and data from customers
Every interaction can be accompanied with intuitive feedback tools. Ensuring that, on a continuous basis, you’re able to assess how well your products are meeting the needs of customers.
Household financial health insights
Access consented data over your customers’ financial health from their cross-sector spending to evidence how distribution agreements have impacted customers’ financial well-being. 

Price and value

Review how customers perceive the value of products, and build experiences, interactions and personalisation that add real value.

  • Continuous data of customers’ value perception 
  • Add value with higher quality experiences 
Continuous data of customers’ value perception 
Intuitive feedback tools in every interaction for your customers to assess the value of your products, allowing you, on a continuous basis, to review where products are, or are not, creating value.
Add value with higher quality experiences 
Supplement the value of your proposition with our secure, highly personalised and engaging digital experience.

Consumer understanding

Give the right information to the right customers, at the right time, whilst ensuring that the information is being understood.

  • Segment customer groups for communications
  • Tailored, personalised, relevant interactions
  • Continuous feedback on understanding of information
  • Assess the effectiveness of communications
  • Make the key information easy to access
Segment customer groups for communications
Our audience control functionality allows you to ensure that when sending communications, the right customers, with the right characteristics - products, vulnerabilities, etc - receive the right information.
Tailored, personalised, relevant interactions
Digital, secured, bulk communications that can be personalised and made relevant for each customer, across different products, vulnerabilities, demographics, you name it.
Continuous feedback on understanding of information
Customers can easily assess and feedback on each and every communication whether or not the information was understandable.
Assess the effectiveness of communications
Full analytics dashboard showing the effectiveness and engagement of communications across your products and customer groups (open rates, understandability of information, etc) 
Make the key information easy to access
Our intelligence layer can extract the key information from communications and make that information clearer for the customer.

Consumer support

Make it easy for customers to access the support they need, and build better data around where help is needed.

  • The right information, for the right decisions, continuously
  • Feedback in every interaction
The right information, for the right decisions, continuously
Equip customers with all the information they need, continuously, with clear communications appropriate and tailored for customer characteristics.
Feedback in every interaction
Collect rich feedback and data across all product groups, in each interaction with our feedback functionality, to evidence that you are actively listening to customers so that extra support can be added.

Understand & evidence outcomes, and deliver personalised, fit for purpose communications to your customers.

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