Customer Impact Scheme

The Customer Impact Scheme (CIS) is an annual survey introduced by the Association of British Insurers (ABI). One of the main aims of the ABI is to support the insurance industry by improving its reputation with consumers and customers.

On average, 34 companies take part in the survey and over 21,000 customers are interviewed and asked about their experiences with their financial provider.

This is the second year we have taken part although we have for a long time conducted our own research. Our results were also reviewed against our own monthly customer satisfaction surveys and used to identify areas where we are doing well, and where we need to improve.

You can download our full report below which explains the scheme in more detail, provides an overview of our results compared to the industry and some of the initiatives underway to improve your customer experience.

If you have any comments on the scheme or our results, you can tell us what you think either by email or post at:

Email;   customerimpact@wesleyan.co.uk

Post;    Customer Impact Scheme
            Wesleyan Assurance Society
            Colmore Circus
            Birmingham
            B4 6AR