Within our customer research programme we have conducted
around 90 market research projects to obtain feedback on
how our products and services are viewed by existing and
potential customers,
IFAs
and Business Partners. As part of this we have again
participated in research (Mori
CSR
Research) to understand what customers want and expect
from the companies they deal with.
It’s very important for us to know what good
corporate citizenship means to customers and whether we
are meeting their expectations. They’re telling us
that ‘conducting business ethically’,
‘treating our employees fairly’ and
‘treating customers well’, are the top three
issues for Legal & General to focus on.
-
Conduct business ethically
This continues to be crucial to our business and we
have an active internal communication programme to
ensure that our employees are aware of what is
expected of them. Last year, this included the
development of a computer-based training module on
ethics and an Ethics Awareness Day in our Kingswood
office to engage employees in a fun and innovative
way (see ‘Our Approach to CSR’).
-
Treat employees fairly
Our comprehensive range of policies and practices
underpin our efforts to ensure that our employees
are treated fairly
(see ‘Our People’).
-
Treat customers well
Our commitment to customer experience continues to
be a key way in which we strive to meet this
expectation. Launched in March 2005, our
Customer Experience Programme
continues with strong support from senior managers
and their teams across the business.
