We’re building customer journeys and feedback loops to ensure all touch points are identified, with good outcomes defined, and all management information and processes documented within a reporting framework. This started with all customer journeys being mapped, identifying key moments of truth (points of customer decision making and any areas more likely for harm), and agreeing what makes a ‘good’ or ‘bad’ outcome at these points – along with lead indicators and MI required, and any acceptable tolerances. We’re also introducing a new customer feedback tool, customer analytics, a new complaints feedback process and enhancing our current fair value assessment metrics. All of this will build on our existing suite of customer MI.