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FTAdviser draws attention to the importance of Customer feedback in “Bringing back trust” to the financial services industry

FTAdviser has published an insightful article highlighting the importance of financial services companies taking heed of customer feedback in successfully developing their service proposition. The article is set against the backdrop of rapidly changing regulation and an industry that is striving to repair a tarnished reputation amongst consumers. In particular, FTAdviser stresses that the very best feedback often comes from those customers who have experienced something of a glitch with the otherwise smooth running of their service.

In response to the article, Laura Box, who has responsibility for Surrenda-link’s customer service proposition said, “It is extremely important to us that we listen to and act upon all our customer feedback. This is why we send out a customer satisfaction survey to each and every customer that sells an endowment policy with us.”

Surrenda-link prides itself on its excellent customer service with all staff having at least 5 years’ experience within the Traded Endowment Industry. We relish receiving all feedback from customers, whether positive or negative. We recognise this as the best source of information for continuing to evolve our customer experience as we strive to build upon our reputation as a leading TEP specialist in the UK.

Laura Box said, “Our customers have highlighted to us the importance of receiving quick payment for their endowment sales and we have listened. We already had a good track record in this regard with payments typically being made within 3 weeks(*). In January we enhanced our processes further to enable us to cut completion times by an estimated additional 5 working days, which we believe will make us the quickest in the market. The price we quote is the price you will get and we have definite buyers for all offers made. I’m very proud of what we’ve achieved, with 98% of our customers stating that they would recommend us to their family and friends.”

For more information on how Surrenda-link can help you sell your with-profits endowment policy, please call 0800 919 021.

*based upon the average time between SL receiving all necessary documents from the customer and monies sent, for completions in November 2012.

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