Customers

Objectives	Progress against objectives
Continue to receive feedback from brokers through ongoing surveys	Brokers’ satisfaction was tracked through a biannual online survey in 2007. Brokers’ combined satisfaction with Aviva has remained stable, and currently stands at 84%.
Continue to track customer satisfaction and awareness through surveys and tailored studies	Aviva customers who have experienced a claim are surveyed at random by an independent research firm. Claims customer satisfaction results are tracked quarterly. Our overall claims satisfaction result for 2007 continues to be outstanding at 93%.
Expand the programme offering discounts to customers who have chosen hybrid vehicles in Quebec and extend the programme to other Canadian provinces	The project was moved to 2008.
Continue to promote the Autograph programme, offering lower premiums to people driving less distance and at off peak times	The Autograph programme was dramatically expanded in Ontario, doubling the number of policyholders compared to 2006.
Deliver customer care presentations to employees to highlight the importance of monitoring customer complaints and provide training to address this issue	Customer care presentations were delivered across the entire claims organisation in 2007 and were received enthusiastically by staff.

Objectives	Progress against objectives
Introduce common service standards and reporting across the various Administration locations	This objective was met.
Introduce common call centre metrics across the various Administration locations	This objective was met.
Carry out the first customer survey for Aviva USA	This objective was met.

Highlights

95% of new customers to our Corporate Partnership Division rated Aviva Canada as ‘good’ or ‘excellent’