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Navigating Consumer Duty with social media data 

2023

Key metrics

78.2%

Consumer Duty conversation
references: Customer support

72%

All social conversation 
references Consumer Duty theme

Majority of social media consumer conversations reference a potential Consumer Duty outcome.

PwC, in collaboration with DataEQ,  explore the role social media data can play in Consumer Duty reporting.

In this report, we delve into the research findings based on an analysis of conversation and complaints mentions towards 15 of the UK’s major insurers.

Discover how social media data can be used as vital tool in an ever-evolving regulatory environment.

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Customer support dominates Consumer Duty conversation

78.2%

of total Consumer Duty mentions 

 

For more information on what factors are driving public Consumer Duty conversation on social media – download the full report

View full report library