“We have continued our ongoing strategy of recruiting top quality people alongside training and developing our existing staff to put service at the heart of their day-to-day working practices.”
Ms Kennedy also added: “We are immensely proud that our team consistently goes above and beyond what is expected of them to provide customers and advisers with the support and service they need. This has been a feature of the company since it launched and we fully intend to ensure that it continues to be core to our culture as we grow as a listed company.”
Partnership’s main goal is to be considered the easiest provider to do business with, which Ms Kennedy said requires always listening to adviser feedback, while seeking practical and sustainable ways to continuously support the advisory community.
This, she said, is now more important than ever, given the challenges that advisers face post-RDR.
MetLife Europe
Customer feedback loop key to solutions delivery
As the market leader in unit-linked guarantees, MetLife is focused on ensuring it delivers solutions that meet the demands of advisers and clients while continuing to expand a rapidly growing market, its managing director has said.
Dominic Grinstead said MetLife’s new generation of guaranteed products offer improved income rates and shorter capital guarantees, which have been designed in response to extensive feedback from advisers and clients. He said: “MetLife’s strategic focus is to be a truly customer-centric business.
“Customer feedback from both clients and intermediaries is important and a number of initiatives and improvements have been implemented during the past year based on customer feedback.
“We moved all new business administration to one site – our Belfast hub – in November 2012 and all servicing of plans is being moved to Belfast from September this year.”
Mr Grinstead also added that MetLife is continually reviewing and improving policy and documentation, while training and educating staff to ensure they deliver on its service promises.
MetLife is determined to carry out regular quality checks and seek feedback from its customers.
Mr Grinstead said: “We are one of the only companies to have regional operations managers in place across the country, working in partnership with sales development managers.
“This ensures that any local issues can be quickly escalated and resolved.
“In order to deliver our ambition of being truly customer-centric, we regularly survey customers to gauge satisfaction with research conducted on treating customers fairly and net promoter scores.”
Axa Wealth International
Flexible adviser charging is vital to performance
Axa Wealth International has had a significant market share in the offshore space for many years and continues to work with advisers and their clients to ensure it supports their changing needs, its managing director has said.
