Good customer outcomes, where did this term come from?

I have used it with the FMA, MBIE, MP Faafoi, the Code Working Group and many of my comments in many mediums.

I'm somewhat surprised to see it picked up in the vernacular of our regulated environment also too; I'm very concerned to see this being hijacked by banks and VIOs to justify some Frankenstein version of good advice.

When I have been talking to various audiences, I have been using the term to drive thinking on what good customer outcomes could look like, with an expectation that the processes we have worked through would define what that looks like. Sadly it would seem I was overly optimistic in that aspect.

We are now here with a term that has no formal definition, and that needs addressing immediately.