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LV top insurer for customer satisfaction

by: Thomas Smith
  • 21/01/2015
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LV has been voted the top insurer for customer satisfaction in the 2014 UK Institute of Customer Service Satisfaction Index (UKCSI), and seventh across all sectors.

The UKCSI surveyed around 10,000 consumers across the UK, looking at 205 companies.

The survey asked consumers to rate companies on factors including trust and ease of doing business with them.

The only other insurer in the top 50 was Saga, while the top three organisations were John Lewis, Amazon and First Direct in first second and third respectively.

Mike Rogers, CEO of LV, said: “Great customer service has never been more important and at LV we focus on ensuring our customers receive an excellent level of care.

He added: “In our most recent employee research our overall scores not only continue to track above both the UK High Performing and UK Insurance benchmarks, but we’ve increased that gap in the last 12 months. We also outperform the UK Financial Services norms in every category which is a significant achievement.”

Jo Causon, CEO of the Institute of Customer Service, said: “I would like to congratulate LV on its achievements in the 2015 UKCSI. This year’s results show evidence of the fast paced and challenging environment that organisations are facing.

“The UKCSI shows that there is huge potential for organisations to drive growth, brand loyalty and trust through improving customer service. Customers expect an ongoing dialogue and relationship with organisations – rather than to be treated just as part of a transaction – using a mixture of new and existing channels to engage.

“With this in mind, it is clear that organisations need to look more closely at the experience they are delivering to customers in order to identify how it can be improved.”

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