Our overall commitment scores have remained largely unchanged since the survey started, and we are broadly in line with the industry. We believe that this reflects the work we are doing to improve customer experience through a broad range of activities. As we stated in our 2008 report, improving customer experience is a long-term commitment that will take some time to have a positive impact on our overall commitment scores.
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Commitment 1. Developing and promoting products and services, which meet the needs of customers  |
Commitment 2. Providing consumers with clear information and good service when they buy products. (Asked of recent customers)  |
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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  |
Rating Excellent/Very Good |