CONTINUING

TO LEAD THE WAY IN

CUSTOMER SATISFACTION
EXCELLENCE
making a healthy difference
AWARD WINNING
CUSTOMER SERVICE
Looking after our customers has always been at the heart of
everything we do at Westfield. We take great pride in caring for
our customers by offering innovative products and services,
whilst delivering the highest standards of service.
Last year our reputation for quality, innovative products and
service was recognised by the very people we are here to serve –
our customers. We are constantly looking at ways to enhance our
customer relationships and for a second year running we have
commissioned an independent Customer Satisfaction Survey to
assess how we are performing. Results for 2008 are even better
than last year, with our customers giving Westfield Health a
score of 91.6% for the standard of our service and care. This has
increased from a score of 90.8% in 2007.
The survey was undertaken again by The Leadership Factor, an
independent company specialising in measuring and improving
customer satisfaction and loyalty.

CUSTOMER SATISFACTION SURVEY 2008

We used the same survey as last year to ensure consistency, with
200 policyholders taking part in a telephone questionnaire. This
provided us with a reliable sample size for analysis.
An accurate measurement of our customer satisfaction allows us
to monitor how we are performing. By comparing our 2007 and
2008 results, we can understand what continues to be important to
our customers and any changes in how satisfied they are with us.
We can also identify any areas for improvement. This is why we are
committed to carrying out this research to ensure we maintain our
high standards.
The Leadership Factor is the largest company in the UK to
undertake surveys of this type. They publish just under 600
customer satisfaction surveys every year for many leading
organisations which enables us to compare our results with other
companies using an ‘index’ score.
KEEPING PROMISES AND COMMITMENTS VALUE FOR MONEY
EASE OF THE CLAIMS PROCESS COVER MEETS YOUR NEEDS
HELPFULNESS OF STAFF …
…are just some of our customers’ requirements. We asked our customers to rate how
important, or unimportant each requirement was to them on a scale of 1 to 10.

1 out of 10 = has no importance at all 10 out of 10 = extremely important

We earned particular praise for ease of payment and the claims process, value for
money, the professionalism of our staff and keeping promises and commitments. All
these areas contribute to our excellent customer service.
Customer importance levels are reassuringly consistent with last year. The following
chart shows the customer requirements in descending order of priority for 2007 and
2008.

5 6 7 8 9 10

Keeping promises and commitments 9.68

Value for money 9.63

Ease of the claims process 9.61

Cover meets your needs 9.58

Helpfulness of staff 9.54

Professionalism of staff 9.54

Clarity of your cover 9.53

Speed of the claims process 9.51

Speed of handling enquiries 9.49

Ease of completing the paperwork 9.47

Clarity of the claims process 9.46

Ease of contacting Customer Services 9.44

Understanding of your product 9.39

Ease of payment 9.24

The communication regarding your product from Westfield Health 9.22

Knowledge of staff 9.20

The handling of any changes to your cover 9.12

Reputation of Westfield Health 9.05

The general communication from Westfield Health 8.95

Ease of joining 8.53

2008 2007
INCREASED CUSTOMER SATISFACTION
SCORES
The following chart highlights the changes in our customers’
satisfaction scores from last year. We are delighted that the
majority of scores have increased during 2008, the largest
increase being ‘handling of any changes to your cover’.

These positive results show that the innovative products and

service we give to our customers is of a consistently high
standard.

Decrease Increase
-0.05 0.00 0.05 0.10 0.15 0.20 0.25 0.30

The handling of any changes to your cover 0.26

Value for money 0.16

Ease of the claims process 0.15

Ease of joining 0.15

The communication regarding your 0.13
product from Westfield Health
Ease of contacting Customer Services 0.13

Speed of the claims process 0.13

Ease of payment 0.09

Knowledge of staff 0.08

Understanding of your product 0.08

Clarity of the claims process 0.07

The general communication 0.06
from Westfield Health
Professionalism of staff 0.06

Reputation of Westfield Health 0.06

Cover meets your needs 0.06

Ease of completing the paperwork 0.04

Clarity of your cover 0.04

Keeping promises and commitments 0.00

Helpfulness of staff 0.00

Speed of handling enquiries -0.01

CONTINUING TO KEEP OUR CUSTOMERS
SATISFIED
Westfield Health has become even better at satisfying our
customers. We’ve improved our customer satisfaction results
this year, which shows that our customers are very satisfied
with the overall service they receive from us. Maintaining our
satisfaction score of 91.6% will be challenging. Westfield
Health’s future aim is to not fall below our current standards
and address those issues that have been identified as having
the most impact on increased customer satisfaction. Our
Priorities for Improvements (PFIs) for 2008 remain the same
as last year:
• Cover meets your needs
• Understanding of your product and cover
• Customer communication

To help us improve our customers’ satisfaction with the above

key customer requirements, all Westfield employees were
invited to attend a workshop to generate ideas aimed at
improving these areas. As a result we are developing new
systems and initiatives to improve how we communicate to
customers, including our online services. This allows our
policyholders to check their benefit balances, update
personal details and access valuable information about their
plan. On our Advantage and Good4you Plans, policyholders
can now submit their claims online. Using this innovative
facility avoids the need to submit any paperwork which helps
towards fulfilling our company ethos of reducing
environmental impact.

We are committed in ensuring our customers understand their

product and get the most out of their cover.
WHAT OUR CUSTOMERS SAY…

“Westfield Health is probably the best company I have ever dealt

with, everything is so easy.”

“Claims are dealt with quickly and I have had no problems

whatsoever. The money is put into my account quickly. I am told
what I have left over on my benefits. They are very helpful. I think
cover like this is needed these days.”

“We have only been with Westfield a year but we have had as near
total satisfaction as you can get. They give the service they
promise and the attitude of the staff is always excellent.”

“Westfield was recommended to me. Most of my friends are in it

and I would certainly recommend them to anyone. The service
has been superb and claims are always settled quickly.”
 ANOTHER
EXCELLENT YEAR
Feedback received from our policyholders continues
to be excellent, resulting in a customer satisfaction
index score of 91.6% for 2008.

We are delighted that our latest score places us in the top 2%

of companies surveyed by The Leadership Factor and
positions us as one of the most customer focused companies
they have worked with.
The chart below shows Westfield Health’s success in
satisfying our customers over the last two years compared to
other organisations.
50% 60% 70% 80% 90% 100%
Top quartile
Westfield
Westfield Health
Health 2008
2007 91.6%
90.8%

Bottom quartile
 We’re thrilled and delighted that the results reflect such
high levels of satisfaction among our customers – and for
the second year in succession, which shows how important
this is to us. We are continuing to provide innovative, quality
products and services which, of course, is a number one
priority to enable us to meet the high expectations of
customers, which is especially pleasing.

We are extremely proud of this success and will continue to

monitor each aspect of our service to ensure that we
maintain these high standards. One of the important by-
products of a survey like this is that it helps us to identify
those areas where we can improve even further. Our product
innovation and customer service strategies will be
developed to ensure we capitalise on this exceptional result.

Julie Gill
Executive Director
Westfield Health

WESTFIELD HEALTH
REGISTERED OFFICE. Westfield House 87 Division Street Sheffield South Yorkshire S1 1HT
CUSTOMER HELPLINE. 0114 250 2000 TEXTPHONE. 0114 250 2020
Available 8am-6pm, Mon-Fri (except Christmas Eve and Public Holidays)
F. 0114 272 4950 E. enquiries@westfieldhealth.com

westfieldhealth.com

Westfield Health is a registered trademark of Westfield Contributory Health Scheme Ltd., which is authorised
and regulated by the Financial Services Authority. Details of registration can be found at www.fsa.gov.uk/register
or by contacting the Financial Services Authority on 0845 606 1234. Westfield Health is registered and incorporated
in England as a company limited by guarantee. Registered no. 303523.

EV 06/08 QUE002V2 ©Westfield Health 2008