Customer outcomes are overseen regularly and robustly with data and qualitative assessment. Baseline: qualitative and quantitative MI on products and services informs customer-focused decisions; risk-based audits of third-party providers; an effective conduct training programme; underperformance escalated and corrected promptly. Higher levels add end-to-end lifecycle MI on sales, claims and complaints including outsourced activity, feedback loops improving products, annual audits for high product risk business, role-tailored conduct training, quality assurance across the lifecycle, drill-down analysis and focused external audits.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.