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Customer Journey Research 2020 - Summary video

The IFoA Customer Journey Working Group recently completed 4 years' of voluntary work into whether customers understood their current disclosure for their Investment & Retirement products and how it might be improved. This culminated in two rounds of exclusive YouGov research where we asked the respondents a series of simple exam-style questions and the results are shared here for the first time. 

The aim is for a short visually engaging presentation that can equally be viewed on mobiles, tablets , desktops or PCs. All comments and questions are welcome in the notes to the video that is a nod to the movement of society away from traditional communication, as now many of us get our day-to-day information and instructional needs from YouTube videos and similar.

We hope you enjoy it.

Watch the video.