Customer data.


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2006

2007

2008

2009

2010

2011

Trend (2010 versus 2011)

*

Source: ABI Customer Impact Scheme discontinued across industry in 2010.

Number of UK Customers

5,744,003

5,782,363

6,578,078

7,045,034

7,053,446

6,854,062

-3%

Number of UK Policies

6,294,051

6,364,633

7,413,979

7,886,412

8,053,293

7,701,911

-4%

Number of Overseas Policies (France, USA, Netherlands)

N/A

N/A

N/A

N/A

N/A

1,090,034

N/A

UK ABI Customer Impact Scheme - % of our customers who agree we really care about them

66

72

75

76

74*

N/A

N/A

UK RDSI Brand Tracking research. Percentage of customers who are loyal to our brand in that they are likely to re-purchase the product/service in the future.

 

 

 

67%

61%

74%

+21%

UK Complaints (reportable and non reportable) as a percentage of customers

0.69%

0.86%

0.82%

0.53%

0.47%

0.56%

+19%

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