Customer satisfaction survey - Products
Members gave strong positive scores to our products when compared to the rest of the industry.
The percentage of respondents rating their product "excellent" or "very good"
| Scottish Friendly score | 51% |
| Industry Ranking | Top Quarter |
Detailed categories
Within the detailed product categories Scottish Friendly was rated above average and in the top 25% in two cases.
Offering tailored solutions
| Scottish Friendly score | 38% | Industry Ranking | Second Quarter |
Easy to understand
| Scottish Friendly score | 44% | Industry Ranking | Top Quarter |
Choice
| Scottish Friendly score | 37% | Industry Ranking | Second Quarter |
Return on investment
| Scottish Friendly score | 33% | Industry Ranking | Top Quarter |
Being flexible
| Scottish Friendly score | 33% | Industry Ranking | Second Quarter |
The Scottish Friendly product result is in line with the position in 2007 with our customers rating the group in the top quarter of the industry for our products. The detailed categories show that Scottish Friendly is equally rated for ease of products and the return on investment. However Scottish Friendly only achieves second quarter status for offering tailored solutions, choice and flexibility.
Certain aspects of our product design, such as flexibility has until now been dictated by the legislative restrictions on our product range. However recent additions to the Scottish Friendly suite of products, combined with ongoing developments over the next few months, will ensure that our customers receive a greater and more flexible choice of investment contracts. This will allow the group to be more discriminating in its promotion of additional products to our customers which should assist us in improving our ratings for offering tailored solutions.