Consumer Duty Insight (CDi)

About CDi

The FCA’s Consumer Duty has put increasing pressure on financial services firms to further prioritise the need to deliver good customer outcomes.

Two critical factors in a firm’s response are their Consumer Duty culture, and the competence of their employees. Yet, measuring, improving, and reporting on these remains a challenge. Firms also have no sight of their progress in relation to their peers and wider sector. There is no industry benchmark today.

CDi provides the solution.

Operationalising Consumer Duty

Diagnose, Embed & Benchmark Cross-functional Benefits CDi Functionality

Diagnose, Embed & Benchmark

Consumer Duty Insight (CDi) uses Clever Nelly’s award-winning AI and continual assessment technology to assess Consumer Duty culture and competence firm-wide. This technology guarantees that what you train your employees, they learn, retain, and translate into in-role competence.

Operating in the flow of work and requiring, on average, less than one minute of an employee’s working day, CDi diagnoses, embeds, and benchmarks an organisation’s Consumer Duty programme.

Diagnose

CDi acts as a diagnostic tool, providing real-time and continuous data on firm-wide Consumer Duty culture and competence.

Embed

The continual assessment approach and resulting data insights – at a user, group, and organisational level – embeds a culture of good customer outcomes and improves Consumer Duty competence firm-wide.

Benchmark

Benchmark reporting enables you to assess your firm’s Consumer Duty progress against your industry and the wider financial services sector. This provides meaningful data for that vital component in your Board Report.

Cross-functional Benefits

The FCA has made it clear that firms must foster a culture that aligns with continually supporting and improving their people, enabling them to make decisions that consistently benefit consumers.

Competence under the Duty is not static, nor is it a ‘once-and-done’ achievement for employees. The regulator requires firms to view competence and cultural measurement as the foundation of a robust outcome monitoring process. The challenge all firms face is how they demonstrate that the Duty is a mindset lived daily within their organisation – and how it is ‘woven into the fabric of their culture’.

CDi provides a range of cross-functional benefits, supporting firms to continually embed, assess, improve, and report on Consumer Duty progression.

C-Suite

Cross-functional and united approach: Ensures a cohesive strategy towards Consumer Duty across the entire organisation.

Culture of outcomes: Embeds and operationalises a culture of good customer outcomes across the firm.

Universal benchmarking: Establishes a benchmarked approach across all functions, teams, and employees.

Consumer Duty Leaders & Board Champions

Independent benchmarking: Provides access to independent industry benchmarking, previously unavailable to the sector.

Vital insights: Delivers essential competence and culture insights for formal Board reporting.

Enhanced capability: Facilitates increased competence in delivering consistently good customer outcomes.

Risk & Compliance

Regulatory evidence: Provides robust evidence of ongoing regulatory adherence.

Continuous assessment: Delivers objective, firm-wide assessments on a continuous basis.

Management visibility: Offers real-time, insightful management views and data dashboards.

Harm mitigation: Reduces the risk of foreseeable harm to customers.

Customer Service & Operations

Inclusive outcomes: Improves outcomes for all customers, including both resilient and vulnerable groups.

Complaint management: Enhances the identification of issues, leading to a measurable reduction in complaints.

Effective analysis: Provides more effective root-cause analysis to ensure consistent follow-up across the business.

Strategic & Back Office

Data-led pricing: Enables more effective, customer-led pricing strategies.

Impactful communication: Develops clearer customer communications to ensure better consumer understanding.

Root-cause ownership: Increases ownership of root-cause remediation, reducing the operational burden on frontline teams.

CDi Functionality

CDi supports firms in building a high-performing, customer-centric culture by embedding Consumer Duty principles across all teams.

The CDi standardised question set comprises two distinct types: Cultural and Competency-based. We provide 300 expertly authored questions mapped to the four outcomes of the Duty and seven recurring dimensions: Distribution, Complaints, MI, Outcome Testing, Risk, Voice, and Vulnerability. This structure ensures the cross-cutting rules are sufficiently reflected across every outcome.

Question Types

Employees receive one CDi question per day via email, Teams, Slack, or mobile app, assessing individual competence or organisational culture in relation to the Duty. CDi’s personalised approach ensures employees only receive questions relevant to their specific business area.

Competency-based questions: Ensure the correct knowledge and competence levels are maintained across the business.

Culture-based questions: Gain an objective understanding of how well employees feel the firm is performing in relation to the Duty.

Firm-specific questions: Allows for bespoke, firm- and industry-specific questions to be incorporated and allocated to different functions, driving further competency and performance improvements.

Dashboard & Management Information

CDi’s Management Dashboard provides firms with unique insights into their cultural and competency measures against all four outcomes of the Duty and the seven supporting dimensions.

Benchmarking Report

Prior to the annual Consumer Duty self-assessment, organisations receive an anonymised industry benchmarking report. This compares the firm’s progress against industry peers and the wider financial services sector.

CDi provides objective, quantifiable evidence to strengthen the Board’s assessment of the firm’s cultural health and competence. This supports firms in answering the key culture and governance questions set out by the FCA in FG22/5.

Proud to work with leading brands

About CDi

Operationalising Consumer Duty

Diagnose, Embed & Benchmark

Cross-functional Benefits

CDi Functionality

Learn more about Consumer Duty Insight

Find out how firms benefit from our multi-award-winning technology

Access a range of free Consumer Duty resources

Consumer Duty Insight (CDi): Diagnose, Embed & Benchmark Your Consumer Duty Culture & Competence

Kick-Start 2026: Conduct, Culture & Consumer Duty – What Firms Must Get Right

FCA Enforcement: Staying Ahead of Regulatory Expectations in 2026

See CDi in action