Foresters customer survey shows high levels of satisfaction for third consecutive year

Monday, December 17, 2012

For the third consecutive year, Foresters Friendly Society's annual Customer Satisfaction Survey*, has shown exceptionally high levels of customer satisfaction for the quality of service provided by the mutual organisation.  The survey sampled satisfaction levels across 3 customer segments: direct new policyholders, indirect new policyholders and members who had made a recent claim.

Direct new policyholders (those transacting business directly with the Society) cited a 98% satisfaction level in the way with which their initial enquiry was dealt.  In addition, 94% agreed that Foresters is easy to do business with. 

Customers choosing to transact business with the Society through an intermediary or financial adviser experienced high levels of satisfaction with 98% of those surveyed feeling satisfied with the time it took to arrange the policy.  

Turning to claims, 96% of members surveyed were satisfied with the overall service provided by Foresters, with a significant shift (+12%) from satisfied to very satisfied and no dissatisfied respondents at all in 2012.  Again, claimants agreed that the Society is easy to do business with (95%) and that it treats its customers fairly (90%).  

Commenting, Foresters Marketing Director, Neil Armitage said: "As a mutual, our aim is to provide our members with a range of easily accessible, relevant and affordable financial products.  This year, we have seen that word of mouth has become increasingly important as a source of referrals with those who know the Society 'singing our praises'.  Another important finding was recognition of Foresters' brand attributes: friendliness, trustworthiness and ethical values.  Unsurprisingly, in today's tough economic environment, another important consideration is value for money which is where the additional member benefits the Society offers really help to differentiate our proposition."

*The Survey was carried out amongst 401 customers using telephone interviews by independent research company, Marketing Means between May and October 2012.