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Customer satisfaction survey - Products

Members gave strong positive scores to our products when compared to the rest of the industry.

Scottish Friendly Survey

The percentage of respondents rating their product "excellent" or "very good"

  2009 2008
Scottish Friendly score 48% 51%
Industry Ranking Top Quarter Top Quarter
Scottish Friendly Survey Products
Detailed categories

Within the detailed product categories Scottish Friendly was rated above average and in the top 25% in two cases.

Scottish Friendly Survey

Offering tailored solutions

Scottish Friendly score 2009 36% Industry Ranking Second Quarter
Scottish Friendly score 2008 38% Industry Ranking Second Quarter
 
Scottish Friendly Survey

Easy to understand

Scottish Friendly score 2009 46% Industry Ranking Top
Quarter
Scottish Friendly score 2008 44% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Choice

Scottish Friendly score 2009 38% Industry Ranking Top
Quarter
Scottish Friendly score 2008 37% Industry Ranking Second Quarter
 
Scottish Friendly Survey

Return on investment

Scottish Friendly score 2009 32% Industry Ranking Top
Quarter
Scottish Friendly score 2008 33% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Being flexible

Scottish Friendly score 2009 32% Industry Ranking Second Quarter
Scottish Friendly score 2008 33% Industry Ranking Second Quarter
 
 
Scottish Friendly Survey

The Scottish Friendly product result is a relative improvement on our position in the last survey, with product choice appearing to be the main catalyst for the increase. This improvement is perhaps a reflection of Scottish Friendly's product development programme throughout 2007/8.

It is noticeable that the absolute score has fallen and “Offering Tailored Solutions” and “Being Flexible” remain in the second quarter for the survey. As noted last year certain aspects of our product design, such as flexibility are dictated by the legislative restrictions on our product range. Additionally Scottish Friendly’s main aim is to offer simple and efficient products to its customers which makes tailoring difficult. However the group will continue to develop its product range (Scottish Bond Plus being a good example) to offer as much choice and flexibility as is compatible with Scottish Friendly's distribution.

Scottish Friendly Survey
 
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