Customer satisfaction survey - Written communication

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 that despite the circumstances we have still maintained strong above average positions.

It is disappointing to see that the group's rating for "Prompting customers for action" has returned to the second quarter, this may be a reflection of the simplicity of the Scottish Friendly product range (noted strongly in the product section) and customers may be responding without enthusiasm to this question as they feel it does not apply. Alternatively this may be a reflection of a need from the customer's perspective to better information about product risk and flexibility at the time of maturity and as highlighted elsewhere we intend to tackle this over the next 12 months.