Customer satisfaction.


So, how many customers are happy with our work?

We have 7.1 million customers in the UK who have 8.1 million financial services products with us. In our overseas businesses in France, Netherlands and the US we have increased our customers by 6% on 2011 customer levels.

  • 0.58% of our customers have contacted us because they are unhappy with our products or service
  • we continue to be the only financial services company in our sector whose customers rate us above 70% for their satisfaction according to the RDSI survey 2012
  • we provide a clear six monthly report on the number of customers who were not happy with our service, you can read the latest complaints report.

We still have work to do but continue to try and improve the way we do business.

(Download XLS:) Download Excel

 

2006

2007

2008

2009

2010

2011

2012

Trend

*

Source: UK RDSI Brand Tracking research.

Number of UK Customers

5,744,003

5,782,363

6,578,078

7,045,034

7,053,446

6,854,062

7,190,925

+5%

Number of UK Policies

6,294,051

6,364,633

7,413,979

7,886,412

8,053,293

7,701,911

8,109,422

+5%

Number of Overseas Policies (France, USA, Netherlands)

N/A

N/A

N/A

N/A

N/A

1,090,034

1,159,205

+6%

Percentage of customers who are loyal to our brand in that they are likely to re-purchase the product/service in the future.

 

 

 

67%

61%

74%

73%

-2%

UK Complaints (reportable and non reportable) as a percentage of customers

0.69%

0.86%

0.82%

0.53%

0.47%

0.56%

0.58%

+3%

As a company we have a number of principles that we expect our customers to judge us against. They are set out by our senior executives and reviewed each year to make sure that they are still effective and appropriate.

If we don’t deliver against these then we need to know. Equally if we go beyond what is expected then its always good to let our employees know when they have done a good job.

Want to let us know how we're performing?

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