Synopsis

As the UK's largest mutual life insurance and pensions company, Royal London is committed to delivering the best outcomes for customers.

Growing through acquisition required an extensive period of development to align under the Royal London brand. To become one of the most trusted and recommended financial services providers, recognising the importance of customer service was essential.

In order to gain feedback and insight direct from customers, the Customer Voice Program was created to:

  • Understand customers
  • Put customer voice at the heart of strategy.
  • Drive the business to deliver best customer outcomes and experience.

ORC International have played a key role in helping to generate and drive the insight and implications into the business, such as attending the Royal London Strategy Day and meetings with the Royal London IGC alongside the creative board.

Stage 1: Understanding what matters most