Client Literature Review
Ensure your customer communications support real understanding
Your customers need to be able to read, process and understand the information you give them.
Our Client Literature Review reviews how your documents are written, structured and explained, then rewrites them to better support understanding for the intended audience.
By combining linguistic, cognitive and structural analysis with a full audit trail, it gives firms clearer communications and evidence they can rely on.
Where appropriate, the improved communication can then be taken into customer testing, so firms can evidence not just that the document has been improved, but whether customers understand it in practice.
This service focuses on how information is described and presented.
It is designed for firms who need to be confident their literature:
Supports informed decision-making
Is appropriate for its intended audience (basic, informed or sophisticated)
Helps identify language barriers that may disproportionately affect vulnerable or lower-capability readers
Reflects Consumer Duty customer understanding expectations
Can be evidenced under FCA or FOS scrutiny
What do we do?
We analyse every word, sentence, paragraph and structure in your document through multiple understanding lenses:
-
We assess whether the communication gives customers the information they need, and whether its wording, structure, layout and sequencing help them understand it. This includes purpose, audience, actions, next steps, costs, risk/benefit balance, information flow, prominence of key points and where layout may create misunderstanding.whether costs apply, and whether benefits are presented with appropriate balance.
-
We analyse how the text is built, including sentence structure, cohesion, punctuation, clause density, voice, flow, paragraph burden, and the way conditions and numbers are expressed. The aim is to reduce avoidable effort for the reader while preserving meaning.
-
We assess how the language itself affects a customer’s ability to process and interpret meaning. This includes abstraction, imageability, word familiarity, and other features that make wording easier or harder to grasp in practice.
-
We review structure, typography, layout, and colour contrast to assess whether your documents are visually clear and inclusive.
-
Where issues are found, CUE rewrites the document using the same review principles. Clients receive a blackline showing the changes made, a full report explaining the rationale for each change, and supporting metrics such as Flesch Kincaid, Gunning Fog, SMOG and ARI to help compare text before and after revision.
Available for any customer-facing communication used across the client journey.
Product Summaries
Terms and Conditions
Product and Service Brochures
Customer letters
Investment Summaries
Product Summaries Terms and Conditions Product and Service Brochures Customer letters Investment Summaries
How We Improve Your Documents
Most systems only highlight problems. CUE fixes them.
Our rewrite process is grounded in linguistic, psycholinguistic and behavioural research. We assess your document through calibrated Virtual Customer Personas, so we can identify where different audiences are likely to struggle, misunderstand or miss key information.
We can:
Review your literature through Virtual Customer Personas (e.g. Basic, Informed and Sophisticated investors)
Identify wording, structure and explanation issues likely to affect each audience
Rewrite your literature to improve understanding while preserving meaning
Provide a comprehensive report showing not just what changed, but why these changes improve understanding
This analysis is grounded in established research on word familiarity, abstraction, imageability and reading burden.
What you receive
Blackline version showing CUE changes to your original document
A fully-audited report detailing every improvement made
Clear rationale for each change
Evidence suitable for compliance, risk and governance review
The Result:
Clearer customer communications, more defensible audience alignment, and a complete auditable record.
Our Client Literature Review goes beyond spotting issues. It improves the document itself and gives firms the evidence to show that customer understanding has been actively built into their communications.
Part of a joined-up approach
Client Literature Reviews focus on how information is described. For higher-risk areas where the underlying concept itself may not be understood, this service can be combined with Customer Understading Testing, to provide full end-to-end evidence of Customer Understanding.