Customer satisfaction survey - Customer impact index & recommendations
The Customer Impact Index represents a summary score of all the results within the survey. It takes into account those features of products and service that customers have said have the greatest impact on their satisfaction and therefore represents a good guide in assessing whether the organisation is providing high quality service in the areas that matter to its customers.
The percentage of respondents rating their organisation as "excellent" or "very good"
| Scottish Friendly score | 60% |
| Industry Ranking | Second Quarter |
Like many categories, the Customer Impact Index is broken down into a number of sub-categories that provide more detailed scores. In the case of the Customer Impact Index these were:
Rated very good/excellent for developing and promoting products and services
| Scottish Friendly score | 40% | Industry Ranking | Second Quarter |
At point of sale give clear information and good service
| Scottish Friendly score | 60% | Industry Ranking | Second Quarter |
Maintaining effective relationships between customer and organisation
| Scottish Friendly score | 50% | Industry Ranking | Top Quarter |
The percentage of respondents "extremely" or "very likely" to recommend your insurance company
| Scottish Friendly score | 62% | Industry Ranking | Top Quarter |
The survey continues to show that customers view Scottish Friendly in a positive light and demonstrates the results of the significant investment the group has made in customer services. Maintaining a position that is well above the industry average is all the more remarkable taking into account the survey was conducted during the period Scottish Friendly was engaged in the takeover of Scottish Legal Life, a time of significant change.
When it comes to customers recommending Scottish Friendly, our rating moved from second quarter in 2006 to top quarter in 2007, demonstrating the positive and engaged relationship that the group has with its customers.
Despite this, the movement from top to second quarter in the overall Customer Impact Index over the year is a cause for concern. The detailed results of the index demonstrate that this movement was expressed in relation to service and products at the point of sale. The group will focus on these areas for future development and enhancement and this is discussed in more detail in the additional sections of this survey.