Comentis launches outcome survey platform to support Consumer Duty compliance
Comentis said the tool enables firms to move beyond identifying vulnerable customers and towards demonstrating that good outcomes are being delivered across all client groups.
Comentis has launched a new Outcome Survey platform designed to help firms evidence compliance with the Financial Conduct Authority’s (FCA’s) Consumer Duty.
The firm said the platform is aligned to the four pillars of Consumer Duty – consumer support, consumer understanding, price and value, and products and services – and has been designed to combine customer sentiment data with vulnerability insights.
Comentis said the tool enables firms to move beyond identifying vulnerable customers and towards demonstrating that good outcomes are being delivered across all client groups.
The platform uses AI-powered sentiment analysis to assess free-form feedback alongside traditional survey responses, with the aim of identifying issues that may not be captured through standard scoring systems.
It also includes automated workflows that flag negative sentiment or low scores to supervisors, allowing firms to intervene where required.
Additional features include the ability to correlate satisfaction data with vulnerability status, as well as reporting tools designed to support regulatory oversight.
Comentis said the platform is available both as a standalone product and as an integrated feature alongside its existing vulnerability assessment tools.
Jonathan Barrett, CEO and co-founder of Comentis, said: “This is not just another survey, it’s a proactive risk management tool to close the validation gap in Consumer Duty compliance.
“Since the implementation of Consumer Duty, firms have struggled to move beyond the vulnerability identification phase. But now a new challenge presents; validation. The regulator now wants empirical evidence to prove that both vulnerable and non-vulnerable clients are receiving equally good outcomes.”
He added: “Most platforms just capture data and play it back. We’ve built a solution that triggers automated workflows.
“If a client provides a low score or a negative sentiment comment, the system immediately flags it to a supervisor so the issue can be addressed before it escalates. It’s about moving away from the reactive, to proactively ensuring good outcomes for all.
“The Outcome Survey will bridge the validation gap and give firms the ability to prove to the regulator that processes are working for everyone – and if they are not – fix them quickly, thereby demonstrating a genuine duty of care for clients.”
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