Foresters Friendly Society – reports exceptional customer service levels for the 6th consecutive year

Wednesday, August 3, 2016

The mutual Society’s annual survey shows 94% of its members are either very satisfied or satisfied with the service they receive

For the sixth 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 5 customer segments including those who have made a recent claim and those who have taken out one of the Society’s savings, investment or insurance plans. On average, Foresters customers, also referred to as members due to the Society’s mutual status, reported a 94% satisfaction level.

For the first time, the Post Office Insurance Society (POIS) customers were included in the survey, following Foresters’ acquisition of POIS in September 2014.  POIS claimants and new policyholders were interviewed and reported a 96% satisfaction level with the service provided by Foresters.

Other highlights include:

  • 96% of new policyholders (Foresters and POIS) surveyed were satisfied with the overall service provided
  • 92% of claimants (Foresters and POIS) surveyed were satisfied with the overall service provided

Commenting, Foresters Friendly Society Membership Director, Myles Edwards, said: "As a mutual, we put our members at the heart of everything we do.  As such, our aim is to provide our members with a range of easily accessible, relevant and affordable financial products underpinned by excellent customer service and backed by a member benefits package including discretionary financial grants and assistance with healthcare such as our 24/7 GP Consultation Service.  It is fantastic to have exceptional customer satisfaction results for the sixth year since we started the survey.  Most encouraging of all, is that our new POIS customers share the same sentiment as our traditional Foresters members that the Society cares about them and that we are easy to do business with.

"Our high levels of staff retention and the professional service they provide means we are able to provide a personal service to our customers be they policyholders, claimants or part of our adviser and introducer networks.

This is a great result as we continue to grow our business and enhance the service we provide”.

Find out more about what our customers say >>

*The Survey was carried out amongst 502 customers using telephone and online interviews by independent research company, Marketing Means, between May to December 2015.

Please note:  As of 1 January 2017 the GP Consultation Service is no longer available.