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Police Mutual continue to perform strongly in customer impact survey
Police Mutual has continued to perform strongly in the 2008/2009 Customer Impact Survey organised by the Association of British Insurers (ABI) and has achieved the top industry score in all three customer commitments indices for the second time in the past three years.
This is good news for Police Mutual’s membership, which is made up of serving and retired Police Officers, Police Staff, PCSO’s, Specials and their families as it continues to demonstrate the exceptionally high standards that the Society strives to achieve on a consistent basis.
The Association of British Insurers (ABI) has developed the Customer Impact Scheme to demonstrate a commitment by the life, pensions, protection and investments industry to improve the service to customers, and to be held accountable for performance.
At the heart of the scheme is the Customer Impact Survey – this is an in-depth and extensive customer survey that provides a picture of the customer’s experiences and perceptions and is used to measure the performance of all participating companies.
The firms participating represent 85% of the industry, so the survey results provide a robust and valid indicator to benchmark the Society’s performance against others within the industry.
These results are particularly impressive as the industry survey results this year have shown that consumer confidence has been negatively impacted over the past year due to the turbulence in the global financial markets and the resulting impact on the UK economy.
Police Mutual achieved the top scores (‘excellent’ or ‘very good’) of 49% in the “Develop and promote products and services which meet members’ needs” indices ahead of an industry average of 33%; and scored 64% in the “Maintains effective after-sale relationship” indices against an industry average of 42%.
The Society was also top scorer for “Providing clear information and good service at point of sale” indices with a score of 71% against an industry average of 59%.
“This is great news,” said Mike Urmston, acting chief executive of Police Mutual. “We have achieved some excellent results for the third year running and everyone at Police Mutual is incredibly proud that we are again the leading brand for customer service in the UK.”
Overall satisfaction with the quality of the Police Mutual’s products and services remains high with 65% of those surveyed rating ‘excellent’ or ‘very good’ compared to an industry average of 50%.
Helen Adshead is an example of the type of Police Mutual member who shows why the Society scored so highly.
“The customer service at PMAS is fantastic” said Helen Adshead, a retired officer, formerly with Greater Manchester Police. “They explain things properly, always highlighting the how’s and why’s and make everything clear – it’s things like this that make all the difference”
Police Mutual was also in the top quartile of the Customer Impact Index for a third successive year with 67% of members rating us as ‘excellent’ or ‘very good’ against an industry average of 52%. This index is considered to be a useful indicator of members’ overall satisfaction and demonstrates the exceptionally high standards that Police Mutual strives to achieve on a consistent basis.
As the UK’s largest affinity friendly society, with over 180,000 members nationwide, Police Mutual is dedicated to providing savings, investment, pensions, mortgage service and insurance products and financial education exclusively to the Police Family.
For more information on the range of products vist:
www.pmas.co.uk
