Skills Compliance
Evidencing customer outcomes
Outcomes-based regulation asks a question that ordinary CX reporting cannot answer. Response time, CSAT and QA scores describe activity and satisfaction. The question is whether customers ended up in the right place — and specifically whether any group of them is systematically ending up in the wrong one.
npx rulebase-skills install cx-consumer-outcome-evidenceWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “evidence our customers get good outcomes”
- “consumer duty evidence from support”
- “board report on customer outcomes”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
Averages hide the thing being asked about
The question is about distribution and about groups, not about the mean.
Define outcomes observably
An outcome has to be something you can see in data, not a sentiment. For support, the defensible ones.
Look for the groups, deliberately
Segment every outcome and go looking for gaps rather than waiting for one to surface: Channel, especially voice against digital, Language and market, Customers with vulnerability signals, handled at aggregate level only, Digital capability proxies, Anything you could not defend.
Evidence, not assertion
The standard here is higher than internal reporting. Every claim needs the same four things: The definition, precisely, including the date field and the exclusions, The population, and what it omits, The method, reproducible by someone else from the description.
Negative assurance is the hard part
Showing good outcomes exist is easier than showing harm is absent, and the second is what is really being asked.
Make it repeatable
This gets asked for periodically, and the second edition is where the value is — because comparison across periods is the actual evidence of whether things are improving.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
