Partners' customer outcomes matrix revealed
Partners Life has provided more details around how it will measure customer outcomes by advisers.
Wednesday, April 15th 2020, 1:00PM
Partners Life is introducing a Customer Outcomes Matrix (COM) that comprises 6 indicators that allow us to record and report key elements of the advice process to determine and measure how good outcomes are consistently being delivered to customers.
The table below contains the 6 indicators and when and why they will be measured:
As part of the data collection for the Initial Advice Process, Replacement Advice Process and Cancellation Advice components of the COM, Partners Life will be communicating with customers from later this week. This may be either by outbound phone call or by email survey. This information will allow us to demonstrate an acknowledgement from customers that they have received key aspects of the advice process during either the initial application, replacement or cancellation process.
The company will provide its first reporting in May 2020.
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