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 take years to really change things.
To summarise, here are some of the most important things we’ll be focusing on in 2007:
- We’ll spend more time researching customers’ views, as well as gaining insights from advisers’ expertise.
- We’ll invest heavily in our large scale ‘Pipeline’ recruitment campaign. This will make sure we have the right people, and enough of them, to provide the right service, and that they’re trained to a high standard.
- We’re starting to invest in new computer software that will allow us to review the content and layout of the letters and documentation you receive. It will take several years to review them all.
- We’ll keep focusing on how we do things, as well as what we do, by recruiting and rewarding staff who are truly helpful to customers.
- We’re improving training for our employees and in 2007 we’ll start to put all of our staff through this customer training.
- We’ve a team in place to review things from your perspective to make sure our improvements really do result in a better service for you.
We’ll update you on our progress with all of these in future years’ reports.
