Joining the Customer Impact Scheme
Our customers buy pensions, protection and investment products for many reasons. One of the most important is to provide peace of mind through financial security for themselves and their families. But real peace of mind only comes with confidence. Confidence they are dealing with a company with a strong brand and reputation; one that is committed to driving up the experience of its customers.
This is why Legal & General was at the leading edge of the design and launch of the ABI's Customer Impact Scheme in 2006; why we are proud to be associated with it; and why as a company we are committed to the scheme.
"The Customer Commitments are:
- To develop and promote products and services which meet the needs of our customers
- To provide customers with clear information and a good service when they buy products
- To maintain appropriate and effective relationships with our customers, providing them with a good service after they have bought a product."
Our Group Board has made a formal commitment to put customers' interests at the heart of the way we run our business. We were one of the first companies to sign up to the Customer Impact Scheme, adopt the Customer Commitments, and take part in the Customer Impact survey.
This is an exhaustive, unbiased measure of how well customers feel they are being treated by the pensions, protection and investment industry.
Legal & General is already demonstrating its commitment to making the interests of its customers a pivotal part of its business.
We are already delivering on these commitments, for example, by developing and following our product development model, which breaks this important process down into stages, we ensure everyone (especially our customer) is consulted.
By following this model we strive to produce:
- Products and services shaped by listening to our customers through research
- An understanding of what is important to customers
- New products that do not come with hidden risks or technical conditions
- Products that are easily explained to our customers
- Continuous improvement to the quality of our service
We believe that our involvement with the ABI's Customer Impact Scheme complements the work we have been doing through our Customer Experience programme and will make a real difference to our customers. In our first Customer Experience report we have chosen three case studies from our programme to demonstrate our approach to the three Customer Impact Scheme commitments.
