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"
| 2009 | 2008 | |
| Scottish Friendly score | 48% | 51% |
| Industry Ranking | Top Quarter | 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 2009 | 36% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2008 | 38% | Industry Ranking | Second Quarter |
Easy to understand
| Scottish Friendly score 2009 | 46% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 44% | Industry Ranking | Top Quarter |
Choice
| Scottish Friendly score 2009 | 38% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 37% | Industry Ranking | Second Quarter |
Return on investment
| Scottish Friendly score 2009 | 32% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 33% | Industry Ranking | Top Quarter |
Being flexible
| Scottish Friendly score 2009 | 32% | Industry Ranking | Second Quarter |
| Scottish Friendly score 2008 | 33% | Industry Ranking | Second Quarter |
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.