71% of brokers agreed that focusing on the quality of their customer outcomes was the most important aspect of their day to day role, according to research from Legal & General.
A further 44% of brokers stated that “improving customers’ understanding of products” was another one of their key priorities.
However, only 38% of brokers surveyed mentioned servicing their back book as one of their day to day concerns, with 44% identifying a lack of time as the main reason they don’t focus more of their work in this area.
Legal & General’s research also found that 19% of brokers feel that an early warning system for policies that are about to lapse or are at risk would help them to service their back book more effectively, with another 23% stating that they would do more to service their back book if they had more resource in their firm.
Steve Bryan, director of intermediary at Legal & General, said: “Quality customer outcomes is vital for the longevity of all brokers’ businesses. Today’s research reaffirms why this is such a priority for us at Legal & General, with almost three quarters of brokers surveyed agreeing that quality customer outcomes is the most important aspect of their day to day role.
“We are very much looking forward to our annual Business Quality Awards which are taking place next month. These awards celebrate the exceptional standard of customer service that our brokers provide and recognise the hard work they have put in over the past year. We hope that these annual awards will continue to motivate advisers to provide outstanding service in the future, which will directly impact the quality of their customer outcomes. We are excited to announce that we have completed our judging process for this year’s awards and are looking forward to announcing them at our event in February.”
