The Institute of Customer Service has released the latest UK Customer Satisfaction Index (UKCSI), and LV= General Insurance (LV=GI) is the only insurer in the top 10 of the rankings.
Described as the barometer of UK customer satisfaction, the index rates customer satisfaction at a national, sector, and organisational level across 13 sectors. UKCSI is based on the views of more than 10,000 consumers on 259 organisations.
In the 98-page report seen by Insurance Business, LV=GI is listed as 10th overall. This year’s index is topped by department store chain John Lewis, followed by bank first direct.
Also in the top 10 are Next (retail), Nationwide (banks & building societies), Amazon.co.uk (retail), Suzuki (automotive), as well as retailers Debenhams, Ikea, and Superdrug.
Meanwhile insurance company Direct Line landed in the 20th spot; Nationwide Insurance, 37th; and Aviva, 45th.
“At LV=, everything we do is with our people and customers in mind, so we’re honoured to be recognised as one of the best companies for delivering high-quality customer service,” said LV=GI direct managing director Heather Smith.
“We’re incredibly proud to have been placed in the top 10 alongside other household names renowned for service and we couldn’t be happier that our customers have voted us into this position.”
Surveyed measures for UKCSI include staff professionalism, the quality and efficiency of the service, trust and transparency, the customer experience, complaint handling, and ethical dimensions.