Download - Prudential Corporate Responsibility report 2011

8 Our customers
Today we serve more than 26 million
customers in diverse markets where
people’s specific saving, investment
and protection needs are different. For
example, in many of our markets in Asia
healthcare protection continues to be
increasingly important, whereas in the UK and the
US continuing difficult economic conditions have
led customers, more than ever, to seek investments
that offer them the highest level of security.
While our customers’ needs may be very different, what
is common to all of them is that the financial decisions
they make are among the most important of their lives
and we are committed to doing everything we can to
help them.
We do not underestimate the significance of the
decisions our customers face, nor do we take for granted
the trust they place in us to deliver for them over the
long term so they can have peace of mind. Our longstanding
commitment to building customers’ trust has
never been more important than during these difficult
economic times.
We are in no doubt that listening to our customers,
delivering for them in the long term and providing
the highest quality of service must be at the core of
what we do and how we do it.
Across all our businesses, we constantly monitor
how well we are performing for our customers and
this is formally reviewed by the Prudential Board.
26m+
customers
84%
Prudential UK’s overall
satisfaction score
(Life & Savings Benchmarking Study)
93%
customer retention
rates across Asia in
2011 (excluding India)
No. 1
M&G ranking for
trustworthiness
(Source: ORC International
Investrack Syndicated Research,
August 2011)
6consecutive years: Jackson
rated as a ‘World Class’
customer service provider
(Service Quality Management Group)
1. Our
customers