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Treating Customers Fairly

A new source of real-time market conduct risk monitoring

Screenshot for Treating Customers Fairly
BrandsEye provides organisations with a new source of public and actionable customer feedback data, helping you to understand how your customers feel and why they feel that way. This information supports monitoring of, and adherence to, specific market conduct regulations, holistic internal reporting, and responsive complaints management. Organisations offering financial services are now able to utilise opinion data to shed new insights on treating customers fairly (TCF) outcomes. BrandsEye’s human verified data includes granular sentiment metrics on your engagement with, and feedback from customers and how these relate to specific TCF outcomes and support your pro-active monitoring and management of market conduct risk.

Market conduct monitoring and tracking

BrandsEye has developed a market conduct view that maps our Topics enriched sentiment data to the six TCF outcomes. The market conduct view does not only provide indicators on possible TCF issues but provides organisations with practicable data to mitigate risk, advance internal reporting and ultimately improve the experience of your customers.

Mitigate risk with real time complaints feedback

Mapping your sentiment and topics data to TCF outcomes, provides an early warning system to mitigate market conduct risk by alerting you to customer complaints and how they relate to specific functional areas in your business. This early warning system allows you to timeously prioritise and address particular customer complaints before they are lodged with the ombudsman/complaints authorities.

John Smith
@Sm1thJ0hn1989

@[InsurerA] Just spent another hour trying to speak to someone and after I finally got through to customer service I was put on hold and then hung up on. Please advise how I can speak to a consultant.

09.08, 20 Feb 2019
12
89
Jane Doe
@MsJaneDoeUK

@[InsurerB] Rejected my claim for a totally absurd reason and then having the audacity to tell me that I must take out additional cover to resolve future issues. I’ll be taking this up with the Ombudsman and mentioning your pathetic customer service too!!! #fairness

09.08, 20 Feb 2019
12
89

Improve internal reporting with structured social data

BrandsEye’s TCF mapping captures previously unusable social data for internal reporting purposes. Social data provides organisations with a new source of complaints data for internal reporting on TCF. This data demonstrates, both internally and externally, how organisations deliver and improve upon their TCF outcomes across their various distribution channels and throughout the product life cycle.

How does BrandsEye’s opinion data link to TCF outcomes?

Culture & governance

Culture & governance

Strengthen your risk management framework with accurately evaluated customer feedback from opinion data which includes online conversation and other text-based sources.

Product design

Product design

Gain a new source of volunteered customer feedback on your product features, its ability to meet consumer needs, and how it is marketed and sold.

Information and communication

Information and communication

Monitor and respond to customer queries and measure the efficiency of your staff’s ability to keep consumers informed throughout the client life cycle.

Suitable advice

Suitable advice

Monitor the quality of advice your staff provide in their engagements with customers and use these metrics for better reporting and customer service improvements.

Performance expectations & service

Performance expectations & service

Monitor customer feedback to ensure that your business promises meet clients’ expectations and experiences of your products and services.

Claims, complaints & changes

Claims, complaints & changes

Monitor real-time feedback from consumers on claims performance, complaint processes or aftersales service procedures.

Use opinion data to mitigate risk, advance internal reporting
and improve customer experience

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