What is this report about?

Our Group Board has made a public commitment to put you, our customer, at the heart of our business.  The Customer Impact survey, part of the Customer Impact Scheme, shows us where we are doing well and where we are not. 

The Customer Impact Scheme is an independent survey carried out on behalf of the ABI. Part of this scheme involves talking to customers about their experiences with Life insurance companies.   As well as us, last year 32 companies took part including Prudential, Legal and General, AXA and Standard Life.  Between the 24th September and 8th October 2007 over 19,000 customers were interviewed.

This Scheme is part of our industry's commitment to drive up customers' experiences and to be held to account for our performance. This survey is an unbiased measure of what you think of us.

You can find out more about the Customer Impact Scheme by going to www.customerimpact.org

This report explains how LV= performed in the Customer Impact survey and tells you what we have done to improve since last year.  It also tells you what actions we are undertaking over the next 12 months as part of our ongoing commitment to improving the total customer experience.

Listening to you, and acting on what you say, is fully embedded in our culture.  We seek customer feedback from a number of sources.  For example, in addition to this survey we run our own survey called Customer Satisfaction and Commitment.  This is run by independent research agency, BMRB*.  Each month BMRB speak to over 700 customers on our behalf, customers who have recently contacted us for a quote, to make a purchase, to amend personal or policy details, to surrender a policy or make a claim.  The survey allows us to see how we are performing each month against customer expectations.  It shows where we are doing well, and highlights where we need to put our focus.  Because our own survey is more frequent, it allows us to monitor trends and respond and react quicker to the feedback.