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 overall 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"
| 2009 | 2008 | |
| Scottish Friendly score | 59% | 60% |
| Industry Ranking | Top Quarter | 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 2009 | 39% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 40% | Industry Ranking | Second Quarter |
At point of sale give clear information and good service
| Scottish Friendly score 2009 | 61% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2008 | 60% | Industry Ranking | Second Quarter |
Maintaining effective relationships between customer and organisation
| Scottish Friendly score 2009 | 53% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 50% | Industry Ranking | Top Quarter |
The percentage of respondents "extremely" or "very likely" to recommend your insurance company
| Scottish Friendly score 2009 | 59% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2008 | 62% | Industry Ranking | Top Quarter |
Scottish Friendly is delighted that its customers have increased the Customer Impact ranking from second to top quarter in the 2009 survey. The improvement in the rating appears to reflect the increased approval of our customer services operation which the group noted would be a follow up action from the last Customer Impact Survey.
The movement from top to second quarter for customers likely to recommend Scottish Friendly is disappointing, despite the group remaining well above average.
Scottish Friendly is acutely aware that the survey took place at a time before the recent cuts in bonus rates impacted policyholder returns. With investment performance being the key driver of overall customer satisfaction we expect our scores to fall over the next 12 months but will focus our energies on making our customer interactions with Scottish Friendly as efficient and positive as possible.