Customer Impact Initiative
In 2006 Friends Provident signed up to support the Association of British Insurers Customer Impact initiative, alongside 28 other companies covering 80% of the industry.
In September 2008 this number had grown to 33 companies. Signatory companies have committed to:
- Develop and promote products and services that meet the needs of our customers
- Provide customers with clear information and good service when they buy our products
- Maintain an appropriate and effective relationship with our customers, providing them with a good service after they have bought a product.
An integral element of the Customer Impact initiative is an independent annual survey, of around 700 customers. For the third year Friends Provident has produced a dedicated customer report, which details our survey scores, available from www.friendsprovident.com/reports. Although Friends Provident’s results are broadly in line with industry scores, we continue to look for ways to improve. Customers’ feedback through the survey has informed planned actions in 2009, to be led by the customer committee.
Related links
Caring for customers report ABI Customer Impact Survey
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