Customer Service Survey

About the Survey

The Customer Service Survey is an annual online survey of advisers, licensees and administration support, supplemented where applicable, by an additional review of service standards and service benchmarks, including both demonstrated and factually-supported service achievements by Life companies.

Participating Life Companies include AIA, AMP, Asteron, BT Financial Group, CommInsure, OnePath, MLC, TAL and Zurich.

The survey is confidential and takes up to 10 minutes to complete online and responses have a direct impact on the Life Insurance industry.

Use of Survey Results

  • The Customer Service Survey is an essential factor in the Strategic Insight / AFA - Life Company of the Year Awards. These awards recognise excellence in the provision of Life Insurance, Investment Bonds and Annuity products and services to financial advisers and their clients.
  • The Customer Service Survey provides critical input for Risk Benchmarking Research, provided to Licencees to assist in developing approved product lists for Life Insurance products.