Press Release
Abi customer impact panel report: encouraging start, many challenges lie ahead
The ABI Customer Impact Panel Report 2006/07 is published today (31 July 2007). The Report is part of the Customer Impact Scheme, set up in 2006 to improve customer experiences of the life and pensions industry. The Report examines the results of the first full Customer Impact Survey, identifying areas of progress. It also makes recommendations for improving company reporting of progress under the Scheme and for enhancing standards of customer service in certain areas, which the ABI has accepted and will implement in 2007/08.
Mike Ross, Chairman of the Customer Impact Panel, said:
“The first year of the Scheme and the Panel’s work has been both encouraging and challenging. That we have such a large proportion of the industry signed up to the Scheme shows how seriously it is being taken. The Survey has provided some enlightening evidence for companies, and the Good Practice Guides will help them to improve service in a number of areas.
“But there is no room for complacency. We believe that more needs to be done, both by companies and with the Scheme itself, so that its full potential can be realised. We are pleased that the recommendations made in our Report will be taken on board by the ABI, and hope that companies who are members of the Customer Impact Scheme will do the same.”
Stephen Haddrill, the ABI’s Director General, said:
“The Panel’s Report highlights the effectiveness of the Customer Impact Scheme so far. It is vital that individual companies are able to identify areas of weakness and take steps to rectify them. That is precisely what the Survey enables them to do. We acknowledge the Panel’s comments on changes that need to be made to some aspects of the Scheme, and we will implement them in time for next year’s Report.”
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