ABI launches customer services benchmark

The benchmark will be achieved by participating companies carrying out annual telephone surveys of statistically representative samples of 750 of their own customers. Questions asked will include: Quality of products and whether they meet expectations, Quality of written communication and telephone call handling, Quality of handling of new sales, complaints and claims, and General perceptions of companies’ performances, values and conduct. Answers will not be published on an individual provider basis, however, as the ABI feels there are factors that would not make it possible f...