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Case study 18: Standard Life’s meet & greet policy

Standard Life has established a Meet & Greet policy that has been up running for a number of weeks in both Standard Life House (Head Office) and Dundas House (Customer services).

Around 45 staff have volunteered their time to be made available (on a rota) to support customers who visit with a wide variety of requests. It is estimated that around 50% of these visits are from customers who are viewed as vulnerable.

Staff aim to spend time with these people to better understand their concerns on a 1:1 basis, who can then arrange for staff to provide the most appropriate support to best meet their needs. Staff have found this a rewarding experience, being able to make a real difference by meeting and helping customers face-to-face.