Insurer LV= has been voted top of the table for customer satisfaction – and the seventh best UK business across all sectors, according to the 2014 UK Institute of Customer Service Customer Satisfaction Index.
The index is the result of a survey involving about 10,000 consumers from across the UK. LV= received the highest customer satisfaction score for an insurer and is the seventh highest overall for customer service. It joins companies including Amazon and John Lewis as leaders in their fields.
The research looked at 205 companies and LV= was just one of two insurers to appear in the top 50 – with the other coming in at 47th. LV= has offices at Folly Hall Mills in Huddersfield.
The online survey asks consumers to choose a company and rate it based on a number of factors.
It shows that LV= is the most trusted insurer and the one that consumers think is the easiest to do business with.
Mike Rogers, LV= chief executive, said: “Great customer service has never been more important and at LV= we focus on ensuring our customers receive an excellent level of care. Our commitment to great service is borne out in our high renewal rates of circa 80% for our home and car insurance customers.”
Jo Causon, chief executive of the Institute of Customer Service, said: “This year’s results show evidence of the fast paced and challenging environment that organisations are facing.
The index shows that there is huge potential for organisations to drive growth, brand loyalty and trust through improving customer service.
“Customers expect an ongoing dialogue and relationship with organisations - rather than to be treated just as part of a transaction - using a mixture of new and existing channels to engage.
With this in mind, it is clear that organisations need to look more closely at the experience they are delivering to customers in order to identify how it can be improved.”