Customer Outcomes-Based Approach to Consumer Protection: A Guide to Measuring Outcomes

According to CGAP, a “customer outcomes-based approach" to consumer protection focuses on the experiences and results of a customer’s access to and use of financial services, which are consequences of a financial service provider's (FSP) products, delivery, conduct, and practices. This reading deck summarizes lessons from a pilot exercise that involved the Financial Sector Conduct Authority (FSCA) and five FSPs in South Africa focused on measuring intermediate customer outcomes from a supervisory perspective.