Customer Impact Survey

Prudential is dedicated to ensuring your needs are at the heart of our business, and as part of our commitment to improving customer experiences, we take part in the annual Association of British Insurers Customer Impact Survey.

The survey, in its third full year, forms part of the independently run Customer Impact Scheme and is designed to provide an extensive and unbiased measure of how well financial services customers believe they are being treated by the pensions, protection and investment industry.

We were one of 34 companies that took part in the survey, which asked 20,947 financial services customers for their views. We interviewed 746 Prudential customers in September and October 2008, including people who had bought products and had recently made a claim.

How did we do?

We are one of only eight companies to have seen an improvement in overall product satisfaction but many of our scores were in line with the rest of the industry. Like all organisations, we can get better and there are still areas where we need to improve.

Customer Commitments

As part of the scheme Prudential has made three key commitments to ensure that the needs of our customers are at the core of the way we run our business.

Customer Commitment 2 has seen a five percentage point improvement from last year, bringing us into line with the industry average. Our results show we have made significant improvements in the service we provide to annuity customers, though there remains work to be done here. Read more about some of the actions we are taking to do this.

It should be noted these graphs only show "very good" and "excellent" scores. On all three Customer Commitments at least another 35% of customers rate us as "good".