Regular monitoring of the outcomes retail customers actually get, from the firm's products (manufactured or distributed), its communications and its support, is required, at a frequency and with information that fits the firm's role, the product and the customers, drawing on the specific reviews required under the outcome rules. The monitoring must let the firm determine at least whether customers are being sold products designed to meet their needs, whether the products provide fair value, whether communications are equipping customers to make effective decisions, whether customers receive the support they need, and whether any customer group (vulnerable customers among them) is faring worse than others. It must also show the firm whether it is meeting the cross-cutting obligations and the four outcomes. The firm must have processes to find the root causes of poor outcomes, and where monitoring shows customers have been or may be harmed it must act appropriately to address it and prevent recurrence (not required for inherent risks the customer understood and accepted). Record keeping follows SYSC 3 and SYSC 9.
The graph holds this control, the 0 it maps to, and the evidence behind each claim, over MCP and REST.