The CII’s Public Trust Index was refreshed in June 2019. The index was designed to measure consumer confidence in insurance with nine ‘building blocks of trust’ that shape the customer experience – six focused on buying and holding, and three on claims. The research consisted of surveys with 1,000 consumers and 1,000 small businesses, with performance against each of the building blocks categorised as ‘maintain’, ‘improve’ and ‘urgent action’. In this year’s survey, eight of the building blocks were ranked in the ‘improve’ category and one in ‘urgent action’. Over the year, we have seen action by individual firms and trade associations that we are confident will improve these rankings over time.
23,391 total number of individual members holding one of the CII’s Chartered titles: Chartered Insurance Broker, Chartered Insurer, Chartered Financial Planner, Chartered Insurance Practitioner & Chartered Insurance Risk Manager (2017: 23,137).
BUILDING A UNITED PROFESSION
13,878 enrolments in new units, 14.8% of all enrolments (2017: 13,842 enrolments).
127,480 total members (2017: 124,924).
62000 people attending CII events that promote the profession to new talent (2017: 30,000).
11.2% of Group Revenue from outside the UK; 10% from outside the British Isles: (2017: 10%)
A GREAT BIG WORLD
This year we have adopted the Institute of Customer Service (ICS) satisfaction index (UKCSI) benchmarking customer survey results. Our latest position was CII 75.3, versus a UK all sector average of 77.9.
£191k: Revenue per full-time employee (2017: £187K). The basis of the calculation has been altered to include international employees. The 2017 figure has therefore been restated on this basis.
74% employee engagement (2016: 68%) as measured through our biennial employee engagement survey.
PRIDE OF PLACE
100%: 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”. In 2016, the CII met two of these criteria.
PRIDE OF PLACE