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Customer Impact Survey

Our customers are at the heart of our business

BUPA is committed to improving customers' experiences and putting our customers' needs at the heart of how we run our business.

We've developed three core customer commitments:

• Developing and promoting insurance products which you, our customers, need.
• Providing our customers with clear information and good service when they buy from us.
• Providing thoughtful aftercare - once you've bought from us, we'll continue to give you good service.

We think this is so important that we're going to let all our customers know how we're performing on them.

How our customers feel about BUBA

Each year the Association of British Insurers (ABI), surveys our customers to find out how our customers feel we are measuring up.

The ABI surveys customers of all insurers, then publishes the results so you - and we - can get a clear idea of how we are performing, what you want from us, and how we can improve.

BUPA customers are asked questions which are designed to provide relevant information that can be measured or checked. These include questions:

• about our products
• about our customer service
• on how clearly we communicate with you
• on how you feel about your relationship with us in the long-term

BUPA Individual Protection took part in this survey for the first time in 2007. We were pleased that we did better than average in some areas, but we also found out about areas we can improve - and we're committed to doing this.

How are we performing?

Survey highlights

We did much better among customers who have been with us for 12 or more months than among more recent customers.

We did well:

• on overall satisfaction with BUPA's our products and services
• on the proportion of customers who are 'very' or 'extremely' likely to recommend BUPA to others

We were average:

• on satisfaction with products, sales process purchased from BUPA among recent purchasers
• on customer focus, such as "really cares about its customers", "is easy to do business with" and "treats customers fairly"

We did less well:

• for written communications - particularly among recent customers. What particularly came across was that BUPA should look again at how often we communicate with you, our customers

Find out more about the survey and how we will learn from the findings.

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