The scores for our three commitments are unchanged from last year. Overall, these scores are broadly in line with the industry average for each of the three commitments. Looking forward, we believe that the work we are doing now through our Customer Experience Programme will show improvements. However, we recognise that it may take some time for this work to have an impact on our commitment scores.
Customer Commitments
Year on Year comparison of Legal & General Results and Industry Averages
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Commitment 1: Developing and promoting products and services which meet the needs of customers
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Commitment 2: Providing consumers with clear information and good information and good service with when they buy products
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Commitment 3: Maintaining appropriate and effective relationships with customers. Providing them with a good service after they have bought a product
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Rating Excellent/Very Good
Base = All respondents (mentions - excludes those who answered 'don’t know')
Some scores may be subject to rounding
Source: ORC International
