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Lloyd's needs to refocus on standards |
Lloyd's needs to refocus attention on service standards to keep business and drive down costs, said Lloyd's chief executive Richard Ward in November.
“With increased globalisation and competition we ignore our customer's needs at our peril,” says Ward. “The history books are littered with company casualties who have done just this.”
Lloyd's second customer satisfaction research has revealed that key areas customers still want the market to improve on are: speed of policy documents being issued; keeping customers informed of progress on claims and speed of settling those claims, according to Ward. To achieve this he said: “We need to reduce the volumes of paper, speed up processing and ensure that policy documents and claims are delivered and paid on time.”
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