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2019 performance against our strategic measures

We introduced 10 strategic measures in 2017 to demonstrate the impact of our transformation programme. Since then, we have updated these on an annual basis to reflect the progress that we are making

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0-8-1 PUBLIC TRUST

Every year the CII’s Public Trust Index surveys 1,000 consumers and 1,000 small businesses to find out how important nine measures of trust are to consumers; and how well insurers are meeting their expectations. We then group our findings under three headings, “maintain” “improve” and “urgent action”. In 2019, there were none of the measures in “maintain”, 8 in “improve” and one, loyalty, was in the “urgent action” space. The aim over time is to move the measures into the “maintain” space. (2018: 0-8-1)

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23,373 BUILDING A UNITED PROFESSION

Total number of individual members holding one of the CII’s Chartered titles: Chartered Insurer; Chartered Insurance Broker; Chartered Insurance Practitioner; Chartered Insurance Risk Manager; Chartered Insurance Underwriting Agent and Chartered Financial Planner. (2018: 23,391)

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18,577 RELEVANT LEARNING

Volume of new individual learners purchasing study materials, exams or coursework with no known purchase history for the previous five full calendar years. (2018: 17,166)

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129,151 ENGAGED MEMBERSHIP

Total members (2018: 127,480)

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79.3% SERVICE EFFECTIVENESS

We have adopted the Institute of Customer Service (ICS) satisfaction index (UKCSI) benchmarking customer survey results. Our latest position was 79.3 (2018: 75.3), versus a UK all sector average of 77.1. (2018: 77.9)

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11% A GREAT BIG WORLD

Percentage of group revenue from outside the UK. (2018: 11.2%)

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c.53,000 INSIGHTFUL LEADERSHIP

People attending CII events that promote the profession to new talent. (2018:c.62,000)

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£191k MADE SIMPLE:

Revenue per full-time employee (2018: £191k)

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74% PRIDE OF PLACE

This was not measured in 2019. Employee engagement was 74% in 2018 (2016: 68%) as measured through our employee engagement survey.

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100% PRIDE OF PLACE

In 2018, the CII more than met all four of the diversity and inclusion criteria (strategy, leadership, HR process and other) in a PWC reputational risk audit, with two measured at “advanced” and two as “leading”. This was not measured in 2019, however, we improved the gender pay gap across the organisation, with a 1.9 percentage point reduction in the mean pay gap in 2019 and a more than 13 percentage point reduction in the last two years.

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