Customer Impact Scheme
Find out what our Life and Savings customers think of us
Customer Impact Scheme
Since March 2006 we’ve been a member of the Association of British Insurers’ Customer Impact Scheme.
The Scheme is an industry-wide initiative aimed at putting your needs as a customer at the heart of everything we do.
A total of 32 companies are taking part in the Scheme, representing over 85 per cent of the life and savings industry.
Customer commitments
The Customer Impact Scheme aims to improve our service to you and focuses on three customer commitments:
- Developing and promoting products and services which meet the needs of customers
- Providing customers with clear information and good service when they buy products
- Maintaining appropriate and effective relationships with customers, providing them with a good service after they have bought a product.
As a co-operative, these commitments fit naturally with our heritage and our values.
Survey
One of the main ways our progress is checked against these commitments is by taking part in an annual customer satisfaction survey, the first one of which took place in 2006.
Conducted by an independent market research company, this survey gives feedback on how we’re doing, and it gives you the opportunity to tell us how we can improve the service we provide.
So if you took part in this year’s survey, then thank you!
What progress have we made since last year?
In this year’s customer satisfaction survey you’ve told us that in some areas we’ve made improvements, but in others there’s still some work to be done.
Please read the following documentation
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- To read the full report, click here. (PDF - 0.3Mb)
We’re always looking to improve our service to you and look forward to receiving your feedback and comments in next year’s survey.
