Driving improvements in customer experience

At DLG, the customer is at the heart of everything we do, it’s the one thing that joins us all together: from Consultants to Contract Managers from Procurement to Project Managers; our vision is to make insurance easier and better value for customers. And it’s this company wide focus on driving improvements in the customer experience that delivers better outcomes for our customers. It isn’t the result of one single project or initiative but a series of small, incremental improvements which together, start to produce something special for our customers – the whole organisation pulling in the same direction to deliver better outcomes for customers.

However, we are not resting on our laurels, there are plenty of ways in which we can improve, especially if you look across other industries or markets. We must continue to strive forward, aim higher and improve what we deliver for our customers.

We know that customer expectations continue to improve with a small number of brands re-defining what customers expect from companies, whether that’s shopping or insurance, customers rightly have high expectations. At DLG, we must continue to meet the ever-changing needs of customers and exceed their expectations – whether that’s through the products we offer, the service we provide or the price we deliver.

That is why we have focused on a new customer programme and have introduced a new customer experience framework. Our six customer experience pillars will help us to continue to focus on the customer and their needs. Our ambition for the customer experience continues to aim higher.