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We take our obligations to our customers and suppliers very seriously. In line with the UK Government's Social Exclusion Unit PAT 14 report, we have been pro-active in developing new products designed to help overcome the problems of financial exclusion. We are also actively working with suppliers to identify ways in which we can achieve our CSR goals.
We regularly carry out customer satisfaction surveys. However, it wouldn’t make commercial sense to release the information we have on customer satisfaction so it isn’t published. But that doesn’t mean we’re hiding complaints from unhappy customers. We have a unique customer-complaint system and send a twice-yearly report to the FSA about the complaints we receive and how we’ve handled them.
In the meantime, many of our business units have received awards and accreditations which underline our commitment to our customers.
- In January 2002, both Eagle Star and Zurich Life secured accreditation under the financial services industry Raising Standards initiative which includes a customer satisfaction indicator.
- In March 2002, Sterling Assurance was awarded 1st place in the Standard & Poor's One Year UK Insurance Category (larger group).
- In 2001, our General Insurance Business achieved the following awards:
- Top in the BEST survey (an award for customer service voted for by intermediaries)
- General Insurer of the Year, British Insurance Awards
- 1st for Customer Care, Insurance Industry Awards
- Insurer of the Year, Insurance Industry Awards
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