2007 customer highlights

We'll publish a Customer Impact report every year. As part of this, we'll keep you up to date with developments from the previous year.

Here are some of our main achievements in 2007.

Maintaining consistent service

We're pleased to have maintained very high quality control and service standards, at 98% and 99% in each case. We can achieve these standards because we concentrate our efforts on providing a very consistent, reliable service that's acceptable to the customers we look after.

Reducing complaints

We've seen the number of complaints we receive reduce significantly, both for mortgage endowment and general issues. We hope this reflects both the improvements we've made to our decision-making process and the efforts we've made to explain those decisions to our customers.

We're continuing to identify areas for training and process improvements, through analysing the root cause of complaints.

Developing our customer experience

At AEGON, we're determined to improve our customers' experience in all their dealings with us, right across the board. To achieve this, we recognised that we needed people at all levels to 'think customer' and we've put in place specific training and development frameworks to encourage this. But we also need key people to lead and champion the work we're doing across the business.

As well as recruiting a new Director of Marketing and Customer Strategy, we also established a dedicated team to co-ordinate our efforts. It's their job to look at things from your perspective and make sure the changes we make are the things you want to happen. We're actively looking at the kind of experience you want us to offer and how we can deliver it.

To find out what we'll be focusing on in future, read our thoughts on the year ahead.