Reliance Life tops in customer satisfaction

Anil Dhirubhai Ambani Group company Reliance Life Insurance has been awarded a high rating in customer satisfaction for the third year in a row, according to a survey.

"Reliance Life Insurance Company, part of Reliance Capital, has been awarded a high rating for the third consecutive year in Nielsen's pan-India customer satisfaction survey," Reliance Life said in a release.

According to the survey, conducted between April and May this year, Reliance Life Insurance scored a good rating in customer satisfaction, which is close to excellent.

"The Nielsen rating and findings are encouraging for us. The survey indicates that we have been consistent in our efforts to understand the customer and improve our service standards," Reliance Life President and Executive Director Malay Ghosh said.

The methodology used for the Nielsen eQ survey was quantitative in nature and have taken into account the views of 1,806 customers and 822 advisers for Reliance Life Insurance.

The study was done using face-to-face interviews with customers and advisers across the country. Nielsen eQ system assesses the impact of customer loyalty and provides insights into how an organisation can creatively respond to market changes in order to attract and retain its most valuable customers.

"In an intensely-competitive market, service can be a key differentiator. With this in mind, we engaged the Nielsen Company to conduct a satisfaction survey across the country as we are mindful of the challenges that await us in continuing to maintain high satisfaction scores in the face of rising expectations," Ghosh said.

Reliance Life, which has completed three years of independent customer survey by Nielsen, has decided to increase the frequency of customer survey from yearly to quarterly basis for mapping the pulse of discerning customers.

"The objective behind the quarterly measurement of customers and advisers' satisfaction is to move towards excellence in services," he added.