Customers

Priorities	Description of priorities
Improve our ‘Net Promoter Score’ across the business with the customer as a key focus	The ‘Net Promoter Score’ methodology and results will be incorporated into Aviva employees’ key performance indicators for 2008. ‘Net Promoter Score’ results will be rolled out across the business and will identify areas for improvement, as indicated as being valued by our customers. We will improve on 2007’s ‘Net Promoter Score’ results.
Implement surveys at key customer touch points	We will implement surveys for: life insurance when a new policy is issued investments – when a redemption or rollover is issued our call centre – immediately after phone contact.
Continue to monitor adviser responses	Following our first place award in the Taylor Life Insurance Survey, we will continue to monitor responses from our protection advisers.

Highlights