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Experience friction

Control gaps

Operational leakage

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KURA

Operational Performance Diagnostic

ABC Financial Services

May 2026

Key findings

High escalation risk28%of complaints escalated to FOS above target

Ageing complaints11.2avg. days open against 7 day target

Reopen rate17%of complaints reopened against 10% target

Escalation drivers

Missed callbacks32%

Poor ownership25%

Expectation setting20%

Incomplete resolution15%

Behaviour vs process

60% Behavioural40% Process / System

Top 3 recommendations

Implement automation updates for proactive riskClick here to see how

High impact

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High impact

Fix process gaps causing delaysClick here to see key gaps

Medium impact

Key findings

Escalation drivers

Behaviour vs process

Action plan

Impact ratings

See what we’d fix first

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