Member Event - 14 March
The ABI is holding a briefing and workshop on the 2006/07 Customer Impact Survey results at the ABI offices in London on Wednesday 14 March 2007.
The Customer Impact Scheme is a concerted commitment by the pensions, protection and investment industry to improve customer experiences and to be held openly to account for its performance.
The 2006/07 survey is the first full survey to be conducted under the Scheme. It measures how well customers believe their company is performing relative to the commitments it has made under the scheme. 18,182 customers were surveyed this year, making it one of the most comprehensive surveys of financial services customers undertaken in the UK.
While the survey shows that the industry is doing well in some areas, it also highlights a number of key challenges. The events on 14 March will be an important opportunity to discuss these challenges.
The morning briefing will consider the survey results and key challenges. Chief Executives from member life companies will also be invited to the briefing. It will start at 10am - Click here to view the programme.
The afternoon workshop, for specialists in member companies, will consider the survey results with ORC, the agency that collated the results. Participants will also be asked to discuss lessons learned from the survey and how to report on progress against the Customer Commitments. A detailed agenda will be sent to participants in due course.
In addition to the events on 14 March, the ABI will be running workshops later in the year to discuss the detailed implications of the survey results, and how improvements can be made.
If you would like to attend on 14 March 2007 please contact Kelly Caldeira on Kelly.caldeira@abi.org.uk or 020 7216 7691.