Customer care at Standard Life Assurance Co. Ltd

Abstract

Investigates how Standard Life Assurance Co. Ltd learned to deal with customer care. Describes a mission introduced in 1992 which identified the company’s new determination to provide a quality of service that would fully meet the needs of the customers. A set of values and strategies were introduced to define a new sense of corporate direction, and lessons were learned from US companies. Ends by summarizing what has been learned over the past three years.

Citation

Potter, D. (1995), "Customer care at Standard Life Assurance Co. Ltd", Managing Service Quality: An International Journal, Vol. 5 No. 5, pp. 16-19. https://doi.org/10.1108/09604529510796520