Customer Outcomes-Based Approach to Consumer Protection: A Guide to Measuring Outcomes
According to CGAP, a “customer outcomes-based approach" to consumer protection focuses on the experiences and results of a customer’s access to and use of financial services, which are consequences of a financial service provider's (FSP) products, delivery, conduct, and practices. This reading deck summarizes lessons from a pilot exercise that involved the Financial Sector Conduct Authority (FSCA) and five FSPs in South Africa focused on measuring intermediate customer outcomes from a supervisory perspective.
*Download this reading deck to link through and view YouTube videos featuring FSCA and Nedbank, one of the FSPs engaged. Two slides contain audio stories which can be listened to by opening the deck in Acrobat Reader.