Customer satisfaction survey - Overall service & quality
When it comes to the overall quality of service for the products provided by Scottish Friendly, customers rated the organisation above average when compared to the rest of the industry.
The percentage of respondents rating the organisation as very good/excellent for overall quality of product service
| 2010 | 2009 | 2008 | |
| Scottish Friendly score | 50% | 59% | 58% |
| Industry Ranking | Second Quarter | Top Quarter | Top Quarter |
Detailed categories
Within the detailed service categories Scottish Friendly continued to achieve industry-beating ratings.
Really cares about its customers
| Scottish Friendly score 2010 | 78% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2009 | 85% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 82% | Industry Ranking | Second Quarter |
Is easy to do business with
| Scottish Friendly score 2010 | 91% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2009 | 95% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 94% | Industry Ranking | Top Quarter |
Treats customers fairly
| Scottish Friendly score 2010 | 84% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2009 | 93% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 91% | Industry Ranking | Top Quarter |


Again scores have fallen across the board and they have been skewed by the strength of feeling of maturing customers as opposed to more recent or general customers. Their expression of dissatisfaction was most strongly felt in the sections of "treating customers fairly" and "really cares about its customers." Despite these strong views our recent and general customers continue to favour Scottish Friendly resulting in a score that remains above the industry average.
Our other customer satisfaction barometers indicate that, following the partial recovery in our final bonus rates, if the survey was run again we could expect an improvement in these scores. However it is clear that we need to look further at our client communication process up to and including the point of maturity.