Customer satisfaction survey - Customer service
Customer service is a critical category for the relationship between the client and the product provider. The results of this survey show that Scottish Friendly has a service operation rated above the industry average.
The percentage of respondents rating the customer service centre as "excellent" or "very good"
| Scottish Friendly score | 60% |
| Industry Ranking | Second Quarter |
Once again in all cases Scottish Friendly was rated well above average for its customer service levels across the board. The following scores note the percentage of respondents who rated Scottish Friendly "excellent" or "very good".
Make you feel like a valued customer
| Scottish Friendly score | 53% | Industry Ranking | Top Quarter |
Staff have appropriate knowledge
| Scottish Friendly score | 55% | Industry Ranking | Top Quarter |
Staff follow through on what they say they will do
| Scottish Friendly score | 41% | Industry Ranking | Second Quarter |
Ability to resolve issues with a single call
| Scottish Friendly score | 55% | Industry Ranking | Top Quarter |
Staff are courteous and professional
| Scottish Friendly score | 63% | Industry Ranking | Top Quarter |
Ease of getting through
| Scottish Friendly score | 52% | Industry Ranking | Top Quarter |
Customer service remains the lifeblood of a lasting relationship between a customer and the organisation. The results of the survey demonstrate that Scottish Friendly is once again rated well above average compared to the industry.
The group's service standards commitment is designed to ensure that customer service staff can deal with 90% of all calls. During a time of dramatic change through the takeover of Scottish Legal Life and an expansion of our Customer Services teams, customers have clearly noted that they feel they have experienced a reduction in the level of service that they expect from Scottish Friendly.
Scottish Friendly shall make all efforts to ensure that the experience and professionalism of our expanded customer service team will help the group to return to top quarter ratings across the board.