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Nationwide wins prize at Marketing Research Awards

The Nationwide has won an accolade at the inaugural Marketing Research Awards 2003 for its work to prove the link between customer and employee satisfaction and business results.

Nationwide and research consultancy ORC International jointly collected the award for first place in the financial category of Marketing magazine&#39s first ever research awards.

Nationwide and ORC International have developed a mathematical analysis tool that reveals the link between employee commitment, customer satisfaction and business performance. They have calculated that a 1% increase in staff satisfaction equates to a 2.3% increase in sales of personal loans.

Working alongside the building society&#39s planning and development team, ORC International uncovered strong links between people management and its product sales, after analysing data from a mix of human resourcesindicators, a staff attitude survey, sales figures and extensive customer research.

ORC International managing director Nigel Maxfield says: “One of the factors that drives positive customer perception and buying intention is the impact of the behaviour of customer-facing employees which is, in turn, driven by their commitment and pride in their employer.

“Given that the Nationwide is now using the results of our research to inform their business strategies and HR policies, we are all proud that our contribution has been recognised.”


CML appoints Scottish policy consultant

The Council of Mortgage Lenders has announced the appointment of John Breslin as its policy consultant in Scotland. The lender body has also launched the CML Scotland policy programme – Meeting the challenges for lending and housing in Scotland. Breslin has worked both in local government and as finance director with Scottish Homes before being […]

Arrears and repossessions continue to fall

The number of repossessions continued to fall in the first half of 2003, research by the Council of Mortgage Lenders reveals. The research also shows this is accompanied by a continuing fall in the numbers of households facing mortgage arrears. But in its new risk review, designed as an early warning system of changes that […]

Savills PF launches three-year buy-to-let tracker

Independent mortgage brokers Savills Private Finance has launched a three-year tracker buy-to-let mortgage with a rate of 4.24%. The product is available for both purchase and remortgage, with free legal fees open to remortgaging cases. Mark Harris, managing director at SPF, says: “With the Bank of England base rate currently standing at 3.50% and not […]

Britain&#39s elderly facing tough times

Britain&#39s seven million retired homeowners could be suffering unnecessary financial hardship, research from savings and pensions giant Prudential says. The average retired homeowner is sitting on £9 worth of property for every pound they have in cash. In Greater London the figure rockets to 1:18, but is more conservative at 1:6 in Scotland. John Malone, […]


DB transfer showstoppers

By Jim Grant, Senior Product Insight & Technical Support Analyst Transfers from defined benefit (DB) schemes are a bit of a hot topic just now. In this article we look at a couple of factors that could prevent a transfer from happening Equalisation of pensions Prior to the Barber case in 1990, DB pension schemes typically provided […]


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