Happy customer feedback for Westfield Health
Award-winning Westfield Health has achieved a place among the top organisations for customer satisfaction with a score of more than 90 per cent – in its 90th anniversary year.
For the third year running, Westfield commissioned The Leadership Factor (TLF), an organisation specialising in measuring and improving satisfaction and loyalty, to conduct a survey of its policyholders.
The overall satisfaction index of 90.4 per cent places the health cash plan provider in the top five per cent of companies in TLF’s UK and Ireland database.
Westfield Executive Director Julie Gill said: “We have recently celebrated our 90th birthday, so it is even more special and fitting to get such positive feedback from our customers in this milestone year.
“These results demonstrate that we still strongly uphold the traditional values of customer care that inspired us as a not-for-profit organisation in 1919. Indeed, this caring culture drives us and ensures our customers are at the centre of everything that we do.
“We are extremely proud of such a high satisfaction score and committed to monitoring each aspect of our service to ensure that we maintain and improve on this exceptional result.”
Policyholders revealed that they were most happy with the ease with which they pay their premiums, the professionalism of Westfield’s staff and the speed of the claims process, and identified areas such as keeping promises and commitments, value for money and helpfulness of staff as being of greatest importance to them.
The 2009 survey also found that the satisfaction index for Westfield’s core Advantage and Good4you Health Cash Plans has increased compared with the 2008 results.
Responding directly to policyholder research, Westfield has recently announced changes to its Advantage and Good4you Plans. The optical, dental and dental trauma benefits are each increasing by an average of five per cent in return for a modest increase in premiums for the first time in almost four years.
Julie added: “Surveys like this play a pivotal role in the product and service development of any proactive business, because we can only continue to give our customers what they want by listening to them and responding to feedback.”
© Westfield Health Insurance 2012
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