Customer Impact report

Being part of
the scheme

What Standard Life is doing already

Your feedback

Keeping in touch

At Standard Life we know that satisfied customers mean good business. So you come first in everything we do - from the way we develop new products, to how we answer the phone and settle claims. That's why we're pleased to be part of the Customer Impact Scheme - an initiative from the life and pensions industry, which aims to ensure that you, our customers, are at the heart of everything we do. This report tells you more.

Our first Customer Impact report

Life and pensions companies play a key role in shaping people's financial futures - helping them to save for their future, live comfortably in retirement and protect their families. The Customer Impact Scheme demonstrates how seriously our industry takes this responsibility. Standard Life's first report tells you how the scheme mirrors our own approach to doing business, what we're doing already, and what we plan to do next.

Reflecting Standard Life's philosophy

"It makes excellent sense for Standard Life to be part of this forward-looking initiative, because the thinking behind it is a perfect fit with our own philosophy."

We subscribed to the Customer Impact Scheme because we want to keep improving the way we look after our customers, and build their trust and confidence in our industry. Standard Life is one of 32 companies that have signed up - pledging to put customers at the heart of our business, take part in the Customer Impact survey each year and report on how we are doing.

It makes excellent sense for Standard Life to be part of this forward-looking initiative, because the thinking behind it is a perfect fit with our own philosophy. We have long been dedicated to putting customers first, and this approach remains right at the core of our business strategy for the future.

As one of the industry representatives on the Customer Impact panel, I also have a personal commitment to the success of the scheme and strongly believe that this initiative will help our business and industry to thrive over the long term.

My aim is to make sure that Standard Life's customers enjoy the benefits of our commitment to do better each year - and that it strengthens our relationships with every one of them.

Trevor Matthews,
Chief Executive, Standard Life Assurance Limited

The Customer Impact Scheme is run by the Association of British Insurers - the trade association for Britain's insurance industry. You can find out more about their work at www.abi.org.uk