Customer satisfaction survey
The Association of British Insurers' Customer Impact Survey is an industry-wide initiative that involved independent research conducted in autumn 2008; 34 well-known insurance company brands participated in the project. Samples of existing and new customers, as well as those who had recently experienced a policy claim were surveyed through a detailed telephone interview. The target sample size for each company was 750. The results were then collated to produce individual company and industry wide percentage scores.
Under the rules of the scheme, Scottish Friendly can only reveal its own score and the quarter in which that places the group (i.e. whether Scottish Friendly was ranked in the top quarter, the second quarter, third quarter, or bottom quarter of those surveyed).
The key results of the survey can be found below, excluding statistics regarding feedback on sales people since Scottish Friendly is a direct marketing office and does not have a sales force.
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 |
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. It therefore represents a good guide in assessing whether the organisation is providing high quality service in the areas that matter to its customers.
View detailed resultsThe percentage of respondents "extremely" or "very likely" to recommend your insurance company
| 2009 | 2008 | |
| Scottish Friendly score | 59% | 62% |
| Industry Ranking | Second Quarter | Top Quarter |
Where a customer was asked whether they would recommend their insurance company, of those replying "extremely or very likely", Scottish Friendly scored 59% placing the group well above average, but lower than the top quarter position of last year.
The percentage of respondents rating the organisation as "very good/excellent" for overall quality of product service
| 2009 | 2008 | |
| Scottish Friendly score | 59% | 58% |
| Industry Ranking | Top Quarter | Top Quarter |
When it comes to the overall quality of service for the products provided by Scottish Friendly, customers rated the organisation highly when compared to the rest of the industry.
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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 |
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 made good progress over the past 12 months moving from second to top quarter. This was a key objective for Scottish Friendly following the last Customer Impact Survey.
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The percentage of respondents rating claims and payments process as "excellent" or "very good"
| 2009 | 2008 | |
| Scottish Friendly score | 74% | 62% |
| Industry Ranking | Top Quarter | Top Quarter |
The claims and payments section evaluates the quality of service from a provider at the end of a product's life. This is clearly an area of great importance to customers and Scottish Friendly has demonstrated a significant improvement in its rating and is well within the top quarter of the survey.
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The percentage of respondents rating their product "excellent" or "very good"
| 2009 | 2008 | |
| Scottish Friendly score | 48% | 51% |
| Industry Ranking | Top Quarter | Top Quarter |
Customers gave strong positive scores to Scottish Friendly products when compared to the rest of the industry.
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The percentage of respondents rating personalised communication as "excellent" or "very good"
| 2009 | 2008 | |
| Scottish Friendly score | 49% | 48% |
| Industry Ranking | Top Quarter | Top Quarter |
When it came to personalised statements and communications with customers, Scottish Friendly was rated favourably in comparison to the industry.
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The percentage of respondents rating the sales process as "excellent" or "very good"
| 2009 | 2008 | |
| Scottish Friendly score | 54% | 53% |
| Industry Ranking | Second Quarter | Second Quarter |
The Scottish Friendly sales process was ranked well above average, although not in the top quarter of the industry.
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