Listening and responding to our customers
84% (first survey) and 87% (second survey) Customer satisfaction levels in the UK
"The online service is excellent. It's user friendly and easy to use. Thank you!"
Mr Ainsena from Sussex (UK customer)
Building trust
Our customers entrust us with their money, their personal goals and their financial futures, so gaining, building and retaining their trust is a responsibility we take very seriously.
2010 highlights
- We achieved customer satisfaction levels of 84% in survey 1 and 87% in survey 2 in the UK.
- We developed Lifelens, which lets employers offer and promote all employee benefits and rewards through one single application.
- We talked to over 16,000 existing and potential customers to find out what they think of us, our service, our communications, and how helpful - or otherwise - they found them.
- We launched the adviserzone to help financial advisers manage their customers' assets.
- We were named a life and pensions five-star provider at the Financial Adviser Awards.
At Standard Life, we serve a wide variety of customers - individuals, financial advisers, corporate customers and large institutions. Giving these different customers exactly what they need, in the way they need it, is central to our future. Through 2010 and into 2011, our transformation process has been driven by putting customers at the heart of everything we do.
We want to help customers get to grips with their finances. So even in these uncertain times, they can look forward to the future with confidence and optimism. At the same time, they're reassured by the knowledge that we're a secure and stable business, and that we'll invest their money responsibly.
Putting customers at the heart of our work means we've got to keep listening, responding and developing our understanding of their needs and challenges. We know that customers want us to treat their money responsibly. We believe it's our job to look after their money better than they could themselves.
Putting customers first
We've developed an approach to putting customers first. It has four main pillars:
- We make sure we offer propositions that are easy to access, understand and have tangible long-term benefits.
- We're completely transparent about how our propositions work, and what charges are involved.
- We help customers handle their finances effectively, empowering them so they can make informed choices.
- We make sure that Standard Life is easy to deal with, and that we respond to customer needs.
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