A message from the Group Chief Executive
Tim Breedon Group Chief Executive
Welcome to our 2009 Customer Experience report. We publish this report annually as part of our commitment to the Association of British Insurers’ Customer Impact Scheme.
Our third report contains details of our Customer Impact Survey results. In reporting our survey results, we have included our
scores for each of the three commitments. So that you can compare our 2009 results with our 2008 performance, we have
included the results from the same questions we published in last year’s report. These continue to be important areas for us, and we believe that this is
the most transparent way of demonstrating our progress.
Group Chief Executive
Our 2007 and 2008 reports are still available at:
http://investor.legalandgeneral.com/cer_2008/servicepages/welcome.html (2008) http://www.legalandgeneral.com/customer-experience-report/index.html (2007)Our Customer Experience Report has been verified through our Group Internal Audit processes and procedures.
We hope you find our 2009 report clear and informative. If you have any comments or feedback on the report, please send your requests or comments to us. Please let us know if you need this report in another format such as Braille or audiotape.
