There is currently a gap in our understanding of the effectiveness of the retail systems and processes in delivering positive outcomes for customers. While we do conduct customer surveys on certain areas and assess some aspects of customer satisfaction, it may be necessary to expand our evaluation methods to gain a more comprehensive understanding of the issue. Although consumer groups have been helpful, their outputs may not be directly linked to the REC's objectives. Therefore, it may be necessary to explore additional evaluation methods to gain a more accurate understanding of the situation. It should not be assumed that RECCo/REC Code Manager is solely responsible for improving outcomes. Some issues may need to be addressed by other Parties, and to enable this, Party-level information is essential. An iterative approach is essential to developing the voice of the consumer, which can create outputs that support business cases for change, track performance over time, and be associated with the wider purposes of REC, such as enhancing trust in retail markets. This approach can provide valuable insights into the effectiveness of the retail systems and processes in delivering positive outcomes for customers and help to identify areas that require improvement. Additionally, it may be necessary to segment the output to gain a more comprehensive understanding of key groups, such as microbusiness, domestic, and vulnerable customers, and ensure that any issues are identified and addressed promptly.