Customer satisfaction survey - Sales process
Overall Scottish Friendly's score was flat over the year for sales process but this resulted in the group moving below the industry average. However the overall score contrasts starkly with the detailed questions below.
The percentage of respondents rating personalised communication as "excellent" or "very good"
| 2010 | 2009 | 2008 | |
| Scottish Friendly score | 53% | 54% | 53% |
| Industry Ranking | Third Quarter | Second Quarter | Second Quarter |
Detailed categories
In all the detailed categories Scottish Friendly has maintained a strong position in the case of the sales process remaining in the top quarter across the board.
Clarity of information
| Scottish Friendly score 2010 | 55% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2009 | 58% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 57% | Industry Ranking | Top Quarter |
Ease of paperwork
| Scottish Friendly score 2010 | 63% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2009 | 66% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 65% | Industry Ranking | Top Quarter |
Payments handling
| Scottish Friendly score 2010 | 61% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2009 | 65% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 64% | Industry Ranking | Top Quarter |
Time taken to arrange your plan
| Scottish Friendly score 2010 | 66% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2009 | 67% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 64% | Industry Ranking | Top Quarter |
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 third quarter rating for this category.
This may be a result of the overall question seeming illogical to customer who may not regard receipt of a direct mail pack as a sales process.