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Standard Life named in the top 100 UK brands for customer experience

Portrait of Neal Armstrong - Chief Executive - Hong Kong and Signapore

Standard Life has joined the Top 100 companies for Customer Experience in the UK for the first time, according to the 5th annual analysis of customer experience by Nunwood. This is a major achievement for Standard Life and reflects the insight-driven, customer focused approach being taken by Standard Life to shape its business for the future.

Not only is this the first time that Standard Life is featured in the Top 100, it has entered the league table in 64th place, up from 176th place in 2013.

Nunwood’s research involves thousands of customers commenting on over 260 brands in the UK and seeks to identify best practice and market leading innovations. The research is founded on six core pillars:

  1. 1Integrity : living our customers’ values and being trusted.
  2. 2Time and effort : making it easy for customers by removing unnecessary obstacles and inefficiencies.
  3. 3Expectations: knowing what customers want and delivering or exceeding this.
  4. 4Resolution: swiftly correcting and resolving mistakes when the inevitable happens.
  5. 5Personalisation: offering tailored experiences based on real knowledge to build an emotional connection.
  6. 6Empathy: genuinely caring about how we make customers feel.

We made significant progress in Integrity where our customers score went up to 15.2% year on year, Personalisaion which jumped 16%, and Empathy where our score increased 15.9%. This means we are creating more trust among our customers, treating them as individuals and building deeper engagement with them.

The Nunwood Customer Experience Rankings result are great news for Standard Life as a company because they validate our customer-led approach, something which has been a real focus for the business over recent years as individual customer circumstances and requirements are more important than ever in choosing the right propositions to meet their needs.

As we strive to position ourselves as customers’ first choice for their life saving, we are aligning our brand with the best experience providers in the UK and most importantly – ensuring customers always have their voices heard at Standard Life.

Source : Nunwood Customer Experience Excellence Centre 2014