This will continue to be the Customer Experience vision that guides us over the coming months. We intend to continue to develop and embed our Customer Experience programme right across our business. Our goal is to create and support a culture that puts the customer at the heart of everything we do in our business.

Our award winning Ideas in Action programme will continue to support an environment in which employees can put forward ideas to improve the way we create the right experience for our customers.

We will continue to refine and use our Product Development Model to manage and develop our products and take a proactive approach to reviewing our existing products, ensuring that we have considered the entire product lifecycle from our customers' perspective.

We recognise that the way we sell our products and the advice we give to our customers is a very important part of their experience of dealing with us. We will do further work on defining the role of our advisers and look at how we monitor the quality of their advice through a combination of customer research and internal review.

Once a customer has bought one of our products the service they receive is an important aspect of their experience. We want to deliver quality services that meet our customers' expectations. Our Service Review team will work with areas from across the business to help shape our services by listening to customers and understanding what is important to them. They will continue to help redesign processes so that we are easy to do business with.

Our service reviews will run alongside work to look at how we can improve the way we respond to customers who complain to us, and how we use their feedback to understand and address the causes of their frustrations.

Customer communications will continue to be a major area of activity over the next 12 months. Based on internal and external research we have developed a style of language that we believe will make it easier for customers to understand us when we talk to them. This is part of a long-term commitment to improving our communications. This commitment involves training employees in addition to significant investment in the systems we use to produce our letters.

Listening to our customers, and then acting on what they say, underpins our Customer Experience programme. In addition to running our customer research programme, and offering our customers the opportunity to give us instant feedback at the end of a phone call, we will share with our Group Board key measurements on our progress and successes against our Customer Experience vision.

Thank you for taking the time to read our Customer Experience Report.

Please let us know if you need the report in another format such as Braille or audio tape. We would also like to hear from you if you have any comments or feedback on our report. Please email any requests or comments to us at websitefeedback@landg.com