[UK webinar] YouGov Consumer Duty Index

Nearly three years on from the implementation of the Consumer Duty, important questions remain: have consumers noticed a change in how financial services firms serve them, and are these changes translating into better experiences?

Using YouGov’s Consumer Duty Index (CDI), based on over 65,000 interviews with UK consumers conducted quarterly from April 2024 to April 2026, we are able to provide a robust, longitudinal view of how the industry, individual sectors, and leading brands are performing against Consumer Duty principles.

Join us on the 25th of June at 11am BST, where YouGov’s Director of Financial Services Research, Matt Palframan and his team, will present the latest results and trends from the Consumer Duty Index.

The session will address questions including:

• How do Brit's view the industry's implementation of Consumer Duty over time?
• Which sectors are leading and which still have ground to make up?
• Which brands are setting the standard on Consumer Duty, and what differentiates them?
• How do different customer groups (including younger consumers) perceive financial services today?
• The ‘vulnerability gap’: are firms meeting the needs of vulnerable customers?

Meet the speakers

Matt Palframan, Director, UK Financial Services Research

Matt leads YouGov’s financial services research team and has over 20 years industry experience.

Having worked both agency and client-side, Matt has maintained a passion for consumer research ensuring that strategic business decisions are centred around and driven by robust, reliable, and actionable consumer-led insight.

In recent years Matt has developed a suite of research solutions aligned to Consumer Duty including the Consumer Duty Index, the UK’s largest survey of UK consumers focused on measuring the extent to which they are getting the right outcomes from the financial services products and brands that they use.

Naomi Barber, Associate Director, UK Financial Services Research

Naomi is an experienced researcher with over 10 years’ experience leading bespoke, end-to-end research projects, from design and methodology through to analysis and reporting.

She has extensive experience working with diverse audiences, including stakeholders, employers, and vulnerable customers, with a focus on consumer outcomes and trust in financial services.

Naomi previously worked within public sector research teams and has a keen interest in how research can support organisations in responding to evolving consumer expectations and the wider regulatory framework.

Richard Henderson, Associate Director, UK Financial Services Research

Richard has over 15 years experience working in research and data & analytics roles.

Working across various sectors including insurance, healthcare, finance, FMCG and grocery, he has held both agency and client-side roles.

Richard has extensive experience delivering projects and insights, aimed at helping brands understand their consumers, with experience working across markets and covering a wide range of methodologies with a specialism in quantitative studies.

YouGov

YouGov is a global research data and analytics group that is powered by reality. Thanks to a unique panel comprising millions of highly engaged members across 64 markets, we deliver unsurpassed accuracy, to inform better, more impactful decisions.

When you want unsurpassed accuracy to inform more impactful decisions, you need real-time, real-world data from real people.

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