On Monday 27 March 2006, the Association of British Insurers (ABI) launched the Customer Impact Scheme. This scheme is a concerted commitment by the pensions, protection and investments industry to significantly improve the service we provide to our customers. And, to be openly held accountable for our performance.
Legal & General has been at the forefront of the design and launch of the Customer Impact Scheme. We were the first company to sign up to the scheme and the formal board commitment to customer interests.
At the heart of the scheme is an Industry Benchmarking Survey. This provides an extensive and unbiased measure of how well customers believe they are being treated by the pensions, protection and investments industry.
Having a robust industry benchmark, in the form of the Customer Impact Survey, will mean we are able to measure and monitor both the industry's progress and our own.
At Legal & General our customers are at the core of the way in which we run our business. We believe the Customer Impact Scheme will support and enhance existing initiatives that we already have in place. Resulting in real change and improvement in the experience our customers receive when dealing with us.
More information about the Customer Impact Scheme is available on the ABI's Customer Impact website.
Please also read our Legal & General Customer Experience Report 2007.
