We are pleased that our Customer Impact results for this year were positive overall. In particular:
Our overall score for 'is easy to do business with' was strong at 89% - it was up 2% from last year and we hope to see this improve again next year.
89%
Our total score for 'really cares about its customers' remained broadly consistent at 71% and we are working to help make sure
that next year's result is even better.
71%
Our overall score for 'treats customers fairly' was up
by 1% to 82% and we are continuing to focus on
the things that affect this score.
82%
Our overall rating for satisfaction with customer service was significantly higher this year. There was a 9% increase in the number of customers who thought our
service was 'excellent' or 'very good'.
Customers were also more positive about our claims and payment process, and our overall score in this area went up by 10%.
66%
Those of you who had called the Standard Life service centre rated the experience positively and our result in this area was broadly consistent with last year.
Over 700 of Standard Life's customers took part in the first full Customer Impact survey at the end of 2006, and in the pilot study conducted in 2005, which allows us to show how our scores have changed since then.
To get a cross-section of views, an independent research company talked to three different groups of customers - those who had recently taken out a product, those who had made a claim within the last six months and those who had held a product for more than a year.
All the scores in our report show the percentage of customers who answered 'extremely likely' or 'very likely' to the question.
The yearly survey is an important part of the
Customer Impact Scheme. It is designed to help us
and the other companies taking part to establish
where our strengths are, so we can build on them.
It also highlights any areas where we could do
better, so we can focus on improving our results.
In the next section we look at some areas where we know we need to take action.
