The vast majority of respondents to L&G's annual business partner satisfaction survey rated the overall service provided by Legal & General as excellent, very good or good - a steady rise from 77% last year and 55% in 2005.
The independent study polled a cross-section of business partners, encompassing appointed representatives of L&G’s mortgage network (Legal & General Partnership Services Limited) as well as directly authorised firms. It quizzed them on Legal & General’s products, service, business support, relationships with account managers, communication and technology.
This survey is just one element of Legal & General’s company wide Customer Experience Programme which aims to improve both intermediaries’ and customers’ experience of dealing with Legal & General across all their relationships with the company.
Gary Burchett, managing director of Housing, said: “We’re very pleased with this year’s satisfaction survey, which shows we’re providing a quality service to partners of all sizes, and improving year-on-year. It’s vital for us to get honest feedback from our partners so that we continually improve our performance.
Mark Screeton, national sales director of business partnerships at Legal & General added: “Feedback on our account managers has been especially good this year, with 81% of sellers rating their account manager as excellent, very good or good compared to just 64% in 2006. One of the key strengths of our account managers is seen as being their proactive approach to business partner satisfaction.”
Terry McCutcheon, group chief executive of Finance Planning Group, concluded: “We’ve been a Legal & General business partner for three years and in that time the service we have received has allowed us to grow significantly. Working in partnership with Legal & General means we can benefit from their best practice systems and robust presence in the marketplace. Overall we’re very happy.”
