This report aims to give you a balanced view of how we’re performing against our commitments to our customers. We’ve tried to highlight areas where we’re doing quite well, while being open about where we need to improve.
We want you to receive a better-quality service, and hope the initiatives described in this report will make a real difference. We’re impatient to do better but, at the same time, we know that some of what we’re doing will require long-term investment and commitment.
To summarise, here are some of the most important things we’ll be doing in 2008:
- We’ll keep our focus on how we do things, as well as what we do, by recruiting and rewarding employees who show a passion for customer care.
- We’ll continue to develop new products, and enhance our existing products, to meet your changing needs in today’s difficult financial climate.
- We’ll improve our processes and procedures to make things easier for you, including working with our colleagues in the industry on joint initiatives.
- We’ll spend more time researching customers’ views, as well as gaining insights from advisers’ expertise.
- We'll continue improving the quality of our communications, from literature to system-generated letters and emails.
- We have a team in place with the specific responsibility to keep challenging all of us to deliver the customer experience you deserve.
We’ll update you on our progress with all of these in future years’ reports.