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The Road Ahead

March 2010

Latest News

Customer Engagement Index

The results from the 2009 MIB Customer Engagement Index Survey have been released with MIB improving in all areas of customer service.

In quarter four last year, MIB achieved an overall satisfaction score of 78%, an increase of 5% on the results in quarter one.

Areas in which MIB excelled include knowledge, professionalism and clarity of correspondence which achieved a 77% satisfaction rate. Although timeliness and pro-activeness were not rated as favourably, there have been noticeable improvements in both areas throughout 2009. MIB will continue to address this in 2010 through the introduction of a new diary management approach. MIB also remains committed to responding to correspondence within 10 working days of receipt and our current performance is above 98%.

These quarterly surveys enable MIB to measure its level of service and it typically achieves above a 20% response rate.

The survey is quick and easy to complete by solicitors and direct claimants and helps to gauge MIB’s effectiveness in numerous areas including phone contact, timeliness, and empathy.

Examining the responses more closely, direct claimants are slightly more favourable in how they perceive MIB’s service, compared to solicitors and active steps are being taken to improve the service across all areas.

Comments from solicitors last year included, “On this case it was a very prompt action, a speedy recovery in full … excellent service.” And, “Very happy with the service provided. Staff were courteous and polite”. Direct applicants were also generally happy with the service with one claimant commenting: “You offer an excellent service and resolve matters swiftly and correctly”.

“The results of our Customer Engagement Index Surveys are very encouraging and support the investment we have made in enhancing our service to meet the expectations of our customers over the past few years. Utilising the invaluable feedback from our customer surveys I am confident that we have all of the necessary pieces to build and deliver a first class service to all of our customers.“ Ashley Sutton, Head of Customer Services

MIB 2009


Customer Engagement Index - Quarter 4 Performance

8% 78%

Since Q1the amount of satisfied responses has increased from 73% - 78%.

Dissatisfied customers has reduced from 12% - 8%.


Neither Satisfied nor Dissatisfied


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