Robin Phipps, chairman of the life insurance council and group executive director (UK) at Legal & General, said, "I believe this Customer Impact Scheme will make a real difference to customers. The fact that the boards of companies like ours are making a formal commitment to putting customers at the core of our business is really powerful."
"Having a robust industry benchmark, in the form of the Customer Impact survey, will mean we will be able to measure and monitor both the industry’s progress and our own against it. This will lead to real change and improvements for customers in their experience of dealing with us."
For a decade or more, Legal & General’s strategy has been to offer value for money products with quality service and a choice of ways to buy. In March 2005, it launched a Customer Experience programme to ensure that we put customers at the heart of our business. L&G has been making changes to every aspect of how they operate so that customers, employees, advisers and business partners really want to join, stay with and recommend them. This is not a one-off project but a long term commitment that is affecting every area of the business.
Tim Breedon, group chief executive at Legal & General said, "As an industry we need to work together to improve the confidence and trust that customers have in us and I believe that the Customer Impact Scheme will help all of us to work towards that goal."
