---
title: "UK Insurance: Navigating Consumer Duty with social media data"
description: PwC, in collaboration with DataEQ, explores the role social media data can play in Consumer Duty reporting.
---

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# Navigating Consumer Duty with social media data

#### 2023

![Request report](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/25676464/interactive-101323277002.png)

## 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.

![fca-consumer-duty-short-report-23-outcome-proportions-landing-page](https://dataeq.com/hs-fs/hubfs/fca-consumer-duty-short-report-23-outcome-proportions-landing-page.png?width=1150&height=532&name=fca-consumer-duty-short-report-23-outcome-proportions-landing-page.png "fca-consumer-duty-short-report-23-outcome-proportions-landing-page")

## 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

![Request report](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/25676464/interactive-101323277002.png)

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