Our Customer Experience Programme
Employees, customers and advisers want to join us, stay with us and recommend us
Launched in March 2005, this is the vision for our Customer Experience programme which we believe is making real progress towards delivering a positive experience for all our customers.
What customers expect
In order to really understand our customers we run an extensive customer research programme. During 2006 we conducted around ninety market research projects to get feedback on how our products and services are viewed by existing and potential customers and advisers.
As part of this research programme, we have taken part in research to understand what customers want and expect from the companies they deal with¹. Customers are telling us that:
- Conducting business ethically
- Treating our employees fairly
- Treating customers well
are the top three issues for Legal & General to focus on. We have used these insights to shape our Customer Experience programme and to influence our Corporate Social Responsibility activities.
¹ Mori CSR research 2006
Employee training and communication are key elements of our Customer Experience programme. During 2006, over 4,500 employees attended workshops to engage them in learning more about their role in improving the experience they give our customers.
Our Ideas in Action programme, which has now been running for over two years, encourages employees to give us their ideas on how service can be improved. It has gone from strength to strength. In 2006, over 3,000 ideas were put forward with over 600 already making a difference to the way we work. We also received a strong endorsement for the way employees are involved in improving customer service by winning four trophies at the independent annual 'ideasUK' awards.
