The reports document the co-creation, benchmarked results, findings, and recommendations from the deployment of all versions of the model.
The scoring across models generates hundreds of thousands of data points for analysis each year. They deliver a ‘stake in the ground’ for new business units/markets, and an unprecedented 14-year customer centricity progress report for the bank.
The sub-sections are categorised into those that are already best practice; those that are work-in-progress (not yet best practice but with evidenced plans to get there); and those that require management focus to de-risk this aspect of Market Conduct or customer experience delivery.
The results, findings and recommendations are presented at board level and widely socialised to drive change and improvement.
This approach enables capability levels across the bank to be quantified in a consistent yet flexible way:
- attuned to the business model and market maturity
- tailored to the bank’s strategy and sector distinctions
- repeatable to fairly and accurately track improvement and effectiveness of execution
The bank has thus established a world-leading methodology to accredit and
track progress towards its strategic aims.