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.
The percentage of respondents rating personalised communication as "excellent" or "very good"
| 2009 | 2008 | |
| Scottish Friendly score | 49% | 48% |
| Industry Ranking | Top Quarter | Top Quarter |
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".
Clarity of written communications
| Scottish Friendly score 2009 | 55% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 51% | Industry Ranking | Top Quarter |
Relevance of written communications
| Scottish Friendly score 2009 | 37% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 36% | Industry Ranking | Top Quarter |
Prompting members for action
| Scottish Friendly score 2009 | 38% | Industry Ranking | Top Quarter |
| Scottish Friendly score 2008 | 32% | Industry Ranking | Second Quarter |
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. It is also good to see that the group's rating for “Prompting customers for action” has returned to a top quarter position. This may have resulted from the impact of an expanded product range and a focus on more relevant communication.