Continue to put customers' interests at the heart of how we run our business - and follow the
three core customer commitments shown below.
Look closely at the way we take care of our customers - for example, how we handle complaints -
and compare this with the scheme's guidelines to see where and how we could be doing more.
Take part in a comprehensive industry survey each year, asking customers for feedback in key
areas, including how satisfied they are with Standard Life overall.
The results of this year's Customer Impact survey were published in February 2007. The largest ever study about financial services, it was based on the views of 18,000 customers and covered 85% of the life and pensions industry. The survey will be carried out every year.
You can find out more about the Customer Impact Scheme, who is on the scheme's panel and which companies are taking part by going to www.customerimpact.org
These are the three commitments that are the foundation of the Customer Impact Scheme.
All companies who are part of the scheme have signed up to:
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
