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Standard Life plc - Annual Report and Accounts 2007
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Canada - Customers, employees and looking ahead

Customers

High quality customer service is the basis of our growth strategy, which focuses on high retention and strong customer relationships. Our client retention level, based on internal methodology, reached 95.7% in 2007. We continually invest in technology, training and processes as part of our efforts to meet the service expectations of our customers. In addition, we have enhanced web-based functionality in our group lines designed to ease the administration of our products from both the sponsor's and participant's perspective.

Employees

We are committed to being recognised as an employer of choice. Toward that objective, we continue to foster a culture that encourages our employees to achieve excellence. Our career programme allows employees to make the most of their strengths and build a personal path to career fulfilment. Our employees have embraced our values enthusiastically and our most recent employee engagement results reached unprecedented levels, with the latest score on our Gallup survey of 3.99 out of 5.

Looking ahead

We expect market conditions to remain challenging in 2008. By rebuilding our retail sales force and expanding our distribution strategies we have the momentum needed for a positive start in 2008 and beyond. Through our new product launches and a significant visibility campaign we intend to increase significantly our visibility in the Canadian market place and re-start our growth.