Customer satisfaction survey - Customer service

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.