Background

As part of our continued commitment to listening to our customers, we carry out monthly customer satisfaction surveys and have been doing so since May 2004. We speak with 1,000 customers a month (by telephone) in order to understand what matters most to you.

What Did You Say Was Most Important?

Before we started our telephone surveys, we met with over 100 customers across the UK to understand what is important to you when contacting Churchill. We asked about five main points of contact; getting a quote, buying a new policy, making a change to your insurance, renewing the policy and cancelling. With this information we then spoke to a further 1,000 customers to put all the requirements in order or priority.

The 5 most important requirements as identified by our customers are:

• Making sure that your documents are 100% accurate
• Providing you with the right cover that suits you
• Making the price of our products competitive
• Ensuring that if we say we are going to do something that we do it
• Making it easy for you to renew with Churchill