One of ICMIF’s UK member organisations, Engage Mutual, has again been recognised by an annual UK customer satisfaction survey for its commitment to outstanding customer service. The LAMRA industry benchmark survey polls over 6,000 participants to assess customer satisfaction across 10 leading firms in the protection and savings market. Engage Mutual ranked above its peers with a customer satisfaction level of 90 per cent, 7 per cent above the industry standard.
Engage Mutual provides a number of health and life insurance products to its members in the UK. The survey reveals that the organisation is at the forefront when it comes to ease of doing business, caring about customers and treating customers fairly.
Speaking of the results, acting chief executive, Peter Burrows said:
“We have a strong commitment to providing outstanding service to our customers. The results from this year’s survey demonstrate that this commitment makes a real impact with our performance consistently better than the industry average.”
The mutual is committed to giving customers more opportunities to be involved and to benefit from their membership of the organisation. It has a customer feedback tool on its website and operates a customer panel of almost 1,000 customers who are contacted on a range of subjects including how the organisation should develop.
During 2013 it plans to increase the level of conversation with its members through the introduction of an online forum, alongside customer involvement in decisions around charity and community support.
Read the full press release here.