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.
The percentage of respondents rating personalised communication as "excellent" or "very good"
| Scottish Friendly score | 53% |
| Industry Ranking | 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.
Clarity of information
| Scottish Friendly score | 57% | Industry Ranking | Top Quarter |
Ease of paperwork
| Scottish Friendly score | 65% | Industry Ranking | Top Quarter |
Payments handling
| Scottish Friendly score | 64% | Industry Ranking | Top Quarter |
Time taken to arrange your plan
| Scottish Friendly score | 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 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.