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Our Voice of Customer survey was launched late in 2022 across Australia and New Zealand and we have now analysed the feedback. Here are some of the insights:

  1. Customer satisfaction (CSAT) is higher in New Zealand than in Australia.
  2. CSAT matters — dissatisfied customers are far more likely to say they won’t stay with us.
  3. The top 3 drivers of CSAT are Brand (i.e. easy to deal with, trustworthy); Communication (i.e. easy to understand, frequency) and Product (i.e. pricing and features). Reflecting often well entrenched brand and product perceptions. 
  4. Interactions with advisers rated highest out of the 10 drivers for retail insurance customers.
  5. 7 in 10 Super and Investment Australian customers claim they manage their products themselves. For New Zealand, half claim to manage products themselves.
  6. Two thirds thought their insurer was AMP and not Resolution Life, prior to completing the survey.

What are we doing with this feedback?

These insights will allow us to identify areas for improvement, challenge our internal assumptions and prioritise what matters most to our customers. We’ll keep you updated in future newsletters on ways we have actioned this feedback to improve the customer experience.

Important information

Any advice and information on this website is general in nature and is provided by Resolution Life Australasia Limited ABN 84 079 300 379, AFSL No. 233671 (Resolution Life), which is part of the Resolution Life Group. Resolution Life can be contacted on 133 731 or via the contact us page. The advice does not take into account your personal objectives, financial situation or needs. Therefore, before acting on the advice, you should consider the appropriateness of the advice, having regard to those matters as well as the relevant product disclosure statement (PDS) or policy document, available from Resolution Life at resolutionlife.com.au or by calling 133 731, before making a decision about the product. Consider speaking to a financial adviser if you have any concerns.

If you decide to purchase or vary a financial product, Resolution Life and/or other companies within the Resolution Life Group will receive fees and other benefits, which will be a dollar amount or a percentage of either the premium they pay or the value of their investments. You can ask us for more details.