Customer satisfaction survey - Customer service
The customer service centre scores are harder to interpret as they only represent a small selection of customers from each category, therefore the results can swing wildly from one year to another. The results of this year's survey show that Scottish Friendly's customer service centre was rated below average within the industry.
The percentage of respondents rating the customer service centre as "excellent" or "very good"
| 2010 | 2009 | 2008 | |
| Scottish Friendly score | 50% | 65% | 60% |
| Industry Ranking | Third Quarter | Top Quarter | Second Quarter |
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 2010 | 45% | Industry Ranking | Third Quarter |
| Scottish Friendly score 2009 | 54% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 53% | Industry Ranking | Top Quarter |
Staff have appropriate knowledge
| Scottish Friendly score 2010 | 47% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2009 | 58% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 55% | Industry Ranking | Top Quarter |
Staff follow through on what they say they will do
| Scottish Friendly score 2010 | 42% | Industry Ranking | Third Quarter |
| Scottish Friendly score 2009 | 54% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 41% | Industry Ranking | Second Quarter |
Ability to resolve issues with a single call
| Scottish Friendly score 2010 | 52% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2009 | 57% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 55% | Industry Ranking | Top Quarter |
Staff are courteous and professional
| Scottish Friendly score 2010 | 56% | Industry Ranking | Third Quarter |
| Scottish Friendly score 2009 | 61% | Industry Ranking | Third Quarter |
| Scottish Friendly score 2008 | 63% | Industry Ranking | Top Quarter |
Ease of getting through
| Scottish Friendly score 2010 | 52% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2009 | 61% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 52% | Industry Ranking | Top Quarter |
The maturing customer scores had by far the biggest impact on the above ratings for Scottish Friendly, and with such a small sample it is very difficult to read anything into the figures other than we need to continue our investment and training program in our customer service centre especially in the case of maturating customers that have lost money on their investment. Following the 2008 results, additional investment was made in ensuring that our staff remain courteous and professional and the results of this year's survey (including the "feel like a valued customer" result) show we still have work to do in this area.