Our Voice of Customer survey was launched late in 2022 across Australia and New Zealand and we have now analysed the feedback. Here are some of the insights:
- Customer satisfaction (CSAT) is higher in New Zealand than in Australia.
- CSAT matters — dissatisfied customers are far more likely to say they won’t stay with us.
- The top 3 drivers of CSAT are Brand (i.e. easy to deal with, trustworthy); Communication (i.e. easy to understand, frequency) and Product (i.e. pricing and features). Reflecting often well entrenched brand and product perceptions.
- Interactions with advisers rated highest out of the 10 drivers for retail insurance customers.
- 7 in 10 Super and Investment Australian customers claim they manage their products themselves. For New Zealand, half claim to manage products themselves.
- Two thirds thought their insurer was AMP and not Resolution Life, prior to completing the survey.
What are we doing with this feedback?
These insights will allow us to identify areas for improvement, challenge our internal assumptions and prioritise what matters most to our customers. We’ll keep you updated in future newsletters on ways we have actioned this feedback to improve the customer experience.
Important information
Resolution Life Australasia Limited ABN 84 079 300 379, NZ Company No. 281363, AFSL No. 233671 (Resolution Life). The content on this website is for information only. The information is of a general nature and does not constitute financial advice or other professional advice. Before taking any action, you should always seek financial advice or other professional advice relevant to your personal circumstances. While care has been taken to supply information on this website that is accurate, no entity or person gives any warranty of reliability or accuracy, or accepts any responsibility arising in any way including from any error or omission.
A disclosure statement is available from your Adviser, on request and free of charge.
