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 highly 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
| 2009 | 2008 | |
| Scottish Friendly score | 59% | 58% |
| Industry Ranking | 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 2009 | 85% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 82% | Industry Ranking | Second Quarter |
Is easy to do business with
| Scottish Friendly score 2009 | 95% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 94% | Industry Ranking | Top Quarter |
Treats customers fairly
| Scottish Friendly score 2009 | 93% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 91% | Industry Ranking | Top Quarter |
Scottish Friendly is delighted to note the increase in the group’s absolute and relative scores for overall customer service. In particular the increased ranking for “really cares about its customers”. This was a particular concern for Scottish Friendly following last year’s survey and follows improvements to the group’s customer service operation which are clearly having an impact on the results this year.