NU research finds customers 'happy' with service

Almost 100% of customers taking out an annuity through Norwich Union are happy with the service they receive, according to research by the life insurer.

Its figures show 95% of customers are happy with the service they receive, with three quarters stating they are 'very' or 'extremely' satisfied.

The same number say they would be happy to recommend Norwich Union annuities to a friend.

Customer feedback also rated Norwich Union highly in terms of its quick response times (90%) its accuracy (93%) and its clear and simple letters (96%). The company's help and guidance processes were also highly commended, as was its ability to understand customer needs.

Darren Dicks, head of annuity propositions for Norwich Union, says it has been working hard over the last 12 months to ensure customers and advisers receive the best possible service when purchasing an annuity.

"Customers are at the heart of everything we do, so these latest results are extremely encouraging," says Dicks.

"With 95% of our customers satisfied with their overall experience, we will now focus our efforts to ensure that the remaining five per cent are equally happy."

Have Your Say

Do you agree with Norwich Union's research on its own service standards. Let us know:

Charlotte.Banks@incisivemedia.com