The Association of British Insurers (ABI) has published the results of its Customer Impact Survey. The survey was first launched in 2006 with the aim of improving outcomes for customers of the life, pensions and investment industry in the UK.

In 2007/08 there has been little change in many of the survey results from last year. The positive reputation of the industry has risen from 48 per cent to 53 per cent since the last survey. Meanwhile the same proportion of customers, namely 85 per cent, believed that their provider treated customers fairly.

The ABI recognises that there is still room for improvement in the treatment of customers. Of the 3 per cent of respondents who had made a complaint to their provider in the past year, 57 per cent said that their complaint had been handled poorly.

For further information on the results of the survey: ABI customer impact survey