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Key Findings

During September the ABI asked members firms of the Customer Impact Scheme to complete a questionnaire to help identify the areas of the scheme that were working well and those that we needed to pay greater attention to.

The key findings from the responses received were

• senior management in firms support the Scheme, especially as it has contributed to work on the FSA’s TCF agenda. TCF and Customer Impact are seen as complementary with some level of integration between TCF and Customer Impact teams having taken place;
• overall levels of engagement within member firms appear low. There is a danger that the average score of 3 out of 5 for this question over-represents the reality. Allied to this, the Customer Impact Scheme appears to be seen largely as a senior management initiative. However, most respondents indicated that their firms have taken specific measures to implement Customer Impact;
• members would like the ABI to raise the profile of the Scheme externally. Members would also like to receive regular briefings and guidance from the ABI on specific parts of the Scheme as well as updates on stakeholder and media reaction to the Scheme;
• members would like more good practice guides to be developed. However, as only 6 members confirmed they could supply resource to help draft new guides, it will only be possible to draft two further guides.

Next steps

The feedback indicates several areas of work that would add value, some for the ABI to follow up and some for members to take forward.

Next steps for the ABI are to:

- improve the functionality of the electronic newsletter;
- communicate developments to members every 6-8 weeks;
- keep a high-profile for the Scheme with the ABI Board and the senior ABI committees;
- develop a strategy to raise the external profile of the Scheme;
- develop new Good Practice Guides with members;
- consider best ways to provide further help to firms on reporting;
- better articulate the relationship between the Scheme and TCF;
- visit those members who indicated this would be beneficial.

Next steps for members are to:

- ensure effective organisation-wide communication on the Scheme objectives and commitments;
- ensure staff are clear on the relationship between the Scheme and TCF;
- ensure Good Practice Guides are disseminated to relevant teams;
- conduct a gap analysis of processes against the Good Practice Guides;
- prioritise the list of Good Practice Guides contained in Appendix B;
- advise the ABI of difficulties or issues arising from the Scheme.

 

If you have any comments on the results, or would like any help with Customer Impact please contact the team.
 

George Hodgson	0207 216 7327	george.hodgson@abi.org.uk
Helen Melican	0207 216 7417	helen.melican@abi.org.uk
Alex Roy	0207 216 7467	alex.roy@abi.org.uk
Gary Brown	0207 216 7527	gary.brown@abi.org.uk
Bianca Garwood	0207 216 7572	bianca.garwood@abi.org.uk
Kelly Caldeira	0207 216 7691	kelly.caldeira@abi.org.uk