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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 customer service operation rated in the top quarter of the industry.

Scottish Friendly Survey

The percentage of respondents rating the customer service centre as "excellent" or "very good"

  2009 2008
Scottish Friendly score 65% 60%
Industry Ranking Top Quarter Second Quarter
Detailed categories

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".

Scottish Friendly Survey

Make you feel like a valued customer

Scottish Friendly score 2009 54% Industry Ranking Top
Quarter
Scottish Friendly score 2008 53% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Staff have appropriate knowledge

Scottish Friendly score 2009 58% Industry Ranking Top
Quarter
Scottish Friendly score 2008 55% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Staff follow through on what they say they will do

Scottish Friendly score 2009 54% Industry Ranking Top
Quarter
Scottish Friendly score 2008 41% Industry Ranking Second Quarter
 
Scottish Friendly Survey

Ability to resolve issues with a single call

Scottish Friendly score 2009 57% Industry Ranking Top
Quarter
Scottish Friendly score 2008 55% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Staff are courteous and professional

Scottish Friendly score 2009 61% Industry Ranking Third Quarter
Scottish Friendly score 2008 63% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Ease of getting through

Scottish Friendly score 2009 61% Industry Ranking Top
Quarter
Scottish Friendly score 2008 52% Industry Ranking Top
Quarter
 
 
Scottish Friendly Survey

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.

Scottish Friendly aims to ensure that staff answering the phone can action customer requests and deal with queries immediately and Scottish Friendly feels that this has been reflected in the customer services ratings. In particular moving from second to top quarter for “Staff follow through on what they do” over the year is evidence of the appreciation our customers have for the group's customer service operation.

The group has concerns about the reduction in rating and absolute score for “Staff are courteous and professional”; this is a key area for the group. In the coming months this will be an increasingly valuable skill as the impact of reduced bonuses on maturity payouts affects customer satisfaction. Scottish Friendly will therefore concentrate on attempting to improve this area.

Scottish Friendly Survey
 
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