This is an area we have focused on over the last twelve months. We are therefore pleased that our overall rating for our written communications has improved. On overall clarity we are in line with the industry, but we have noted a decrease in our score in this area. We will need to focus on this area, and the relevance of our communications.
Rating of written communications
Comparison of Legal & General with Industry
Thinking about the statements and personalised letters you might have reeived from Legal & General in the last 12 months, how would you rate them?
% Rating Excellent/Very Good
Base = All respondents rating written comunications in past 12 months
Some scores may be subject to rounding
Source: ORC International
Customer communication
Our goal is to make our communications clear and easy to understand, and to build a good relationship with our customers.
In our 2007 report, we highlighted the work we did on our bonus communication programme during 2006. http://www.legalandgeneral.com/customer-experience-report/index.html
Our 2008 report covers some of the work we carried out last year to continue making improvements to our bonus communications. A few of our changes included:
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Working on the clarity of our communications by highlighting key information in a coloured panel;
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Amending our Frequently Asked Questions section to include important information for our customers on the reverse of the letter;
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Enabling customers who want more information to request a copy of the bonus fact sheet by visiting the website, or calling our order line.
We also asked financial consumers and our customers how well our new language principles would meet their needs.
Of those we spoke to, the majority were of the opinion that our principles resulted in much 'clearer' and 'warmer' communications and that these will have a number of positive impacts on their customer experience and relationship with us including:
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Understanding information easily and helping them to get the best out of their products and services
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Feeling in control of their products and ultimately their finances
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An increased level of trust in Legal & General
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Less need to ask family, friends or advisers
Consumers and customers also told us that we need to use all the principles sensitively and appropriately to meet their needs and ensure we don’t appear flippant or too informal.
In 2007, many employees took part in training to help them build our language principles into their communications. The people who took part our language research were impressed with our programme of staff coaching and education which they saw as a long-term commitment to improving customer relationships, service and communication.
