Customer satisfaction survey - Overall service & quality

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.