P12 • Service Quality metrics


This document is currently the internal house view of the Open Banking Implementation Entity (OBIE) and does not yet represent the official view of the Open Banking programme.

However due to the requirement to publish a specification for this item in Feb 2018, OBIE is progressing designs for this specification based on the requirements currently considered in scope below. We will work on these requirements first. We may (at a later date) work on other requirements, if these subsequently become part of the agreed scope. But for now we will not spend time on designing for requirements we consider may be in scope or not in scope.

Other pages in this section

Version Control

0.128 Dec 2017 DC Patel (Unlicensed)Chris Michael (Unlicensed)Conrad.Benjamin (Unlicensed)Initial draft 
0.209 Jan 2018 Chris Michael (Unlicensed)Minor update to reflect communication to IESG


The purpose of this paper is to define the overall proposition for item P12, so that participants (ASPSPs and TPPs) and stakeholders (FCA, HMT, CMA) are clear about what is and is not in scope for this item, and how this will support regulatory requirements and key use cases.

Roadmap Definition

The following table is taken ‘as-is’ from the published roadmap (

DescriptionRationaleAligns with
Scope Item description:
•. Provision of key service quality metrics by the CMA9 (including for example net promoter score) via OB API and without charge according to part 3 of the Order
Key activities:
•. A discovery phase by the OBIE to understand modifications required to the exiting standards
•. The development of standards by the OBIE for the products and functionality referred to above
•. The implementation of those standards by the CMA9 for Release 2
Regulatory alignment:
•. Fulfils the requirements of the Order (part 3)
Consumer / SME utility:
• Consumers would be able to assess and benchmark the CMA9 according to objective metrics
CMA Order


Regulatory references

CMA Order

13. Release of service quality indicators

15. Requirement to publish service quality indicators

Competition and Markets AuthorityBanking Remedies : Presentation of qualitative research findings (Service Quality Metrics)

Regulatory requirements

The OBIE interpretation of this is that OBIE will define an API standard to cater for each of the above indicators and then each of the CMA9 will be mandated to implement and support an API endpoint which conforms to this standard.

Use cases

These regulatory references and requirements are clearly specified. However, it is also important to consider a real world use case in order to define the scope, and corroborate the definition and rationale as stated in the roadmap item above:


In scope



Not in scope





How we will measure adoption

The following metrics will be required to measure adoption:

  1. Number of API users accessing each endpoint.
  2. Volume of successful API calls to each endpoint.
  3. Volume of failed API calls to each endpoint. 

Deliverables, Estimated Schedule and Completion Criteria

The following high level milestones apply. A more detailed schedule of miletsones will be supplied seperately via PMG.

Deliverable NamePlanned DateGovernance Milestones for Completion Criteria 
Product Proposition Paper 12 Jan 2018Acceptance by Policy Advisory Group (PAG) and the Implementation Entry Steering Group (IESG)
Technical Specification Version 2.0 rc1 30 Jan 2018Endorsement by Information Security Working Group
Technical Specification Version 2.0 rc2 08 Feb 2018Technical approval by the Technical Design Authority
Technical Specification Version 2.0 Final20 Feb 2018Industry Acceptance via IESG