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Measuring the delivery of our strategy

We introduced 10 strategic measures in 2017 to demonstrate the impact of our transformation programme. Over the years to come, we will be using these measures, alongside the financial measures, to report progress.

 

During 2018, the CII’s focus was on engaging with a wide community of stakeholders, assembling information, defining and prioritising the required changes, and mobilising our resources. Our focus on improving member engagement over the last year has resulted in the group achieving a net promoter score of 29 for the first quarter of 2019. Many organisations solicit their customers’ feedback and NPS is a widely-used measure of likelihood to recommend. This score represents a significant uplift on the previous score of 17 (2017). While there continues to be room for improvement, this is a positive indicator of progression and we are confident that a clear focus on delivering more relevant membership experiences will result in improved value perceptions amongst our members.

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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.

PUBLIC TRUST

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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

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13,878 enrolments in new units, 14.8% of all enrolments (2017: 13,842 enrolments).

RELEVANT LEARNING

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127,480 total members (2017: 124,924).

ENGAGED MEMBERSHIP

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62000 people attending CII events that promote the profession to new talent (2017: 30,000).

INSIGHTFUL LEADERSHIP

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11.2% of Group Revenue from outside the UK; 10% from outside the British Isles: (2017: 10%)

A GREAT BIG WORLD

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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.

SRVICE EFFECTIVENESS

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£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.

MADE SIMPLE

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74% employee engagement (2016: 68%) as measured through our biennial employee engagement survey.

PRIDE OF PLACE

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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

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