Market researchers Nunwood Consulting in the UK have completed a study for Friends Provident to benchmark satisfaction levels of intermediaries and corporate pensions' end clients.
The research was undertaken to identify the extent to which intermediaries and end clients were satisfied with the outcome of Friends Provident’s purchase of London and Manchester pensions.
The study aimed to identify the key drivers of satisfaction for intermediaries. Research was gathered by means of a series of telephone interviews with a cross section of intermediaries and a number of interviews amongst end clients.
Ian Ratford, corporate pensions manager at Friend Provident said the company commissioned the study as it sees service as a key differentiator.
Clare Bruce, managing director at Nunwood Consulting said: This study is an example of how market research can be used to identify the real issues affecting intermediaries and end clients. We were able to strip away the generalities that often mask the real issues and have delivered to Friends Provident actionable outcomes which will directly affect the priority in which service improvements are implemented.”
By Janet Du Chenne
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