We are investing significantly in order to improve customer experience and satisfaction. We recognise that customers have concerns about the way they buy our products and how we communicate with them. We are working hard to deliver improvements in these areas.
What we are doing
In 2010 we plan to do more work to:
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Meet customer expectations about their statements being clear, understandable and relevant
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Manage customer expectations about their investment return and relative performance
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Meet customer demands for more frequent communication with us
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Ensure customers have access to help and support when they call or write to us
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Understand more about our customers’ concerns around helping them choose the right product through our intermediaries
