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  • calender-icon Event
  • Posted: 06 Oct 2025

Customer Outcomes Testing: Getting It Right

05
Nov
2025

  • Calender-Icon Time: 11:00 - 12:00
  • Location-Icon Location: Webinar
  • Admin-Icon Organised By: KPMG
  • Currency-Icon Free to attend (BSA Members & Associates only)
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A free webinar hosted by BSA Associate, KPMG

This webinar will cover what Customer Outcomes Testing
(COT) is, what it isn't, and the typical challenges firms face
in implementing an appropriate Outcomes Testing approach -
and how to overcome them.


During the session we'll touch on how COT differs to traditional QC, the difference between point-in-time and end-to-end testing, and how to balance regular testing and thematic reviews.

The event is targeted at those with responsibility for customer outcomes and those responsible for Customer Outcomes Testing teams and frameworks. The workshop will be delivered by Dan Sawyer and Becky Firth (KPMG), who both specialise in customer outcomes and regulatory compliance.

Agenda:

  • Introductions
  • Definition of Customer Outcomes Testing
  • Responsibilities for Outcomes Testing across the 3LOD
  • Sampling methodology and approach to regular vs thematic testing
  • Considerations for an Outcomes Testing Framework
  • Case rating definitions
  • Q&A

Event Summary

  • Wednesday, 5 November 2025
  • 11:00 - 12:00
  • daniel.sawyer@kpmg.co.uk rebecca.firth@kpmg.co.uk
  • Free to attend (BSA Members & Associates only)

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