Mumbai, Apr 20: Birla Sun Life Insurance (BSLI) has shown a continuous upward trend in its overall customer satisfaction scores from 93 per cent in 2002 to 97 per cent in 2005, said a relesae today.
BSLI scores have shown an improvement in all important parameters of the survey and especially in agent-related parameters such as promptness of agent contacting the customer, agent expertise on financial planning, friendliness and courteousness of the agent.
The company's score is also high on all image-related parameters and its overall perceived image in terms of financial strength, reputation, trustworthiness and transparency have also increased.
Among those who have invested in BSLI, the key drivers have been perceptions of good returns and relationship with BSLI agents, stated the release, adding that the survey measured competitive players as well as the LIC on delivery parameters. While in the past the gap between the LIC and private players was higher, this gap has been significantly reduced now.
BSLI CEO Nani Jhaveri said, ''we have always been benchmarking ourselves against the best service standards across industries and the results are very encouraging. We will continue to strive to excel and become a world-class customer-focussed organisation.''