The results from our Customer Voice Programme surveys are in...

23 April 2018



We take customer experience really seriously - we are after all owned by our members.

As well as constantly collecting feedback from customers who contact us, we run an annual relationship survey which measures our performance against the things customers have told us are important to them.  We also measure levels of trust and scores for ease and resolution.

It’s also important to us that we give you a great experience too, so in 2017 we expanded the annual relationship survey to include advisers.  

1,150 customers gave us their feedback through the customer survey, and we’re grateful that 1,000 of you took the time to complete our online adviser survey.  Thank you!

What advisers told us

Our first Adviser Relationship Study gives us a bench mark from which to measure our progress going forward.  Scores for our key performance indicators are solid:

what advisors told us

Our people were mentioned as being one of the reasons you find us easy to deal with and we’ve shared the great feedback you give us with our Account Managers, Sales Consultants, and servicing colleagues. 

Jim Smith our Distribution Director says:

“I am delighted to get such great feedback on our people.  They are dedicated to providing the best support to our advisers and their clients.  Yet again it’s our people that make the difference!”

Isobel Langton Royal London Intermediary CEO says:

“Hearing direct from advisers on what we do well and what we can improve upon is important to us.  We are committed to the adviser market and making Royal London the best product provider in the market for advisers and their clients.”

What your clients told us

We have focused on making customer improvements to our propositions, processes and communications over the last 2 years since we launched our Customer Voice Programme.  It was great to see this progress translating into improved scores:



Compared with 2016, more customers gave us top scores for trust and ease.


ProfitShare payments and our new dedicated members’ website increased scores for our mutuality value statement.


Resolution scores improved, down to our great people on the phones focusing on ownership of queries and sharing best practice.

What's next?

We are sharing our insight with the proposition teams and key projects to help inform areas we can develop to help you, your clients and your business.  In fact, the insight gained has been so useful to the business that we have been asked to increase survey frequency for advisers.  

In 2018 we will run 2 shorter ‘pulse’ surveys as well as the full annual survey later in the year. The adviser pulse survey will go live at the end of April.

Source: Royal London, Customer & Adviser Relationship Studies, March 2018

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The Royal London Mutual Insurance Society Limited is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. The firm is on the Financial Services Register, registration number 117672. It provides life assurance and pensions. Registered in England and Wales number 99064. Registered office: 55 Gracechurch Street, London, EC3V 0RL.