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Customer satisfaction survey - Sales process

When it came to personalised statements and communications with members, Scottish Friendly was rated favourably in comparison to the industry across the board.

Scottish Friendly Survey

The percentage of respondents rating personalised communication as "excellent" or "very good"

  2009 2008
Scottish Friendly score 54% 53%
Industry Ranking Second Quarter Second Quarter
Detailed categories

The sales process figures were not included in the 2006 results publication as Scottish Friendly is principally a direct mail organisation and therefore there was no salesperson to evaluate within the survey. This year however the group has included the figures and the detailed analysis of those categories which did not involve a sales person.

Scottish Friendly Survey

Clarity of information

Scottish Friendly score 2009 58% Industry Ranking Top
Quarter
Scottish Friendly score 2008 57% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Ease of paperwork

Scottish Friendly score 2009 66% Industry Ranking Top
Quarter
Scottish Friendly score 2008 65% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Payments handling

Scottish Friendly score 2009 65% Industry Ranking Top
Quarter
Scottish Friendly score 2008 64% Industry Ranking Top
Quarter
 
Scottish Friendly Survey

Time taken to arrange your plan

Scottish Friendly score 2009 67% Industry Ranking Top
Quarter
Scottish Friendly score 2008 64% Industry Ranking Top
Quarter
 
 
Scottish Friendly Survey

It is a positive sign that Scottish Friendly customers have a very high opinion of the detailed aspects of Scottish Friendly's sales process. The continued high scores and positive top quarter ratings of these individual categories, which are noted as having a significant impact on the customer's experience with the organisation, contrast markedly with the overall second quarter rating for this category.

This may be a result of the negative impact of not dealing with a salesperson directly. However, importantly, when asked specific questions about their actual experience with Scottish Friendly on major issues such as clarity and ease of completing paperwork the group is rated very positively.

Scottish Friendly Survey