Net Promoter Scores

The Group’s mission is to make insurance much easier and better value for our customers. We have continued to invest in improving the customer experience and removing the reasons for customer problems.

Net Promoter Score (“NPS”) is an index that measures the willingness of customers to recommend products or services to others. It is used to gauge customers’ overall experience with a product or service, and customers’ loyalty to a brand. Overall, performance on the customer agenda against our 11 key customer metrics remains very strong, with the Direct Line and Churchill brands performing well in independent customer experience benchmarking studies and good progress on key Net Promoter Score measures and customer journeys.

We understand that customer expectations are continually changing. As a result we continue to strive forward, aim higher and improve what we deliver for our customers. We pride ourselves on continually improving the customer journey through a series of incremental improvements. That is why we have introduced a new customer experience framework, helping us to focus on customers and their needs. 

  DL
Index
CH
Index
2013 (12MR) 100 100
2014 (12MR) 110.8 110.3
2015 (12MR) 118.3 109.2
2016 (12MR) 129.1 116.7
2017 (12MR)

2018 (Oct YTD)
144.0

145.5
124.6

124.5

To view our performance over the last 3 years click here