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Customer satisfaction survey - Written communication

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"

Scottish Friendly score 48%
Industry Ranking Top Quarter
Scottish Friendly Survey
Detailed categories

In all cases Scottish Friendly was rated well above average for its written communications. The following scores note the percentage of respondents who rated Scottish Friendly "excellent" or "very good".

Scottish Friendly Survey

Clarity of written communications

Scottish Friendly score 51% Industry Ranking Top Quarter
 
Scottish Friendly Survey

Relevance of written communications

Scottish Friendly score 36% Industry Ranking Top Quarter
 
Scottish Friendly Survey

Prompting members for action

Scottish Friendly score 32% Industry Ranking Second Quarter
 
 
Scottish Friendly Survey

As principally a direct marketing organisation the group is well aware of the need to ensure written communications are positively received, well understood and clear to customers. It is therefore pleasing to note that Scottish Friendly has maintained a top quarter position in this category, however it is notable that the group has have dropped to a second quarter position for prompting customers for action.

The combination of an expanded product range and a focus on more relevant communication and product promotion should improve the group's relative rating in this field.

Scottish Friendly Survey
 
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