Since the introduction of the Govern Insurance Stakeholder Pension, clients had been complaining about lack of information about their fund?s performance.

Many were expecting the new scheme to be much clearer than previous schemes, but found the information confusing.

The Group hoped to improve customer perception and reduce the amount of time spent by the Customer Services Team dealing with such calls.

Govern Insurance Group decided to introduce colourful quarterly mailings. Graphs, charts and tables were incorporated to make it easier to read.

• The clients receive client-specific pension-details in a user friendly, clear format
• Govern Insurance Group is able to project customer-focused values
• The Group is able to incorporate new offers and service offerings relevant to each customer
• The Customer Services Team receives fewer queries related to fund performance and thus costs are reduced whilst customer satisfaction is improved.
  

Personalised flyers are addressed to individual clients.

Graphical displays show the performance of the client?s chosen funds.

*These case studies are only for illustrative purposes.