My inquiry about this year's annual statement was handled promptly, even with a weak WiFi connection during the call. However, the IVR menu could use some improvement. After providing my information multiple times, it shouldn't be necessary to repeat it if I opt for a callback. This discourages users and keeps them in the call queue longer.
Fortunately, I only had to wait a few minutes for my call to be answered.
I urge you to consider the overall customer experience, particularly the digital aspects, and to review it regularly.
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Scottish Widows - the financial planning provider who calmly, expertly and with care, helps customers benefit today from planning for tomorrow.