Client satisfaction survey – top line results

At Cigna we always aim to provide a first rate service to our clients and their employees. We’re always keen to hear their thoughts on what we are doing well and more importantly areas where we could do better.

After the success of the independent client satisfaction survey we commissioned in 2010, we decided to repeat the exercise in 2011. We teamed up again with Consensus Research who conducted telephone interviews on our behalf. We were delighted to receive over 100 responses, raising over £2,000 for Cancer Research.

The overall satisfaction results are presented below.

	Satisfaction with Cigna’s service to you	Satisfaction with Cigna’s service to your employees	Overall satisfaction
Medical plan	98.0%	100.0%	99.0%
Dental plan	93.3%	92.3%	92.8%
Occupational Health service	93.3%	80.0%	86.7%
Overall	95.2%	94.2%	94.7%

Overall satisfaction remains high which is an excellent result. The results are largely comparable with last year and we are glad that service levels remain consistently high.

The results indicate that we are meeting our clients’ expectations on the majority of service elements. We’re currently looking into the results in more detail to work out how best to maximise the areas we’re doing well and make improvements where needed.