Aviva scoops award for putting customers at the heart

Article date: 20 January 2010

Aviva has won the 2009 Market Research Society Award in the Financial Services category, for its approach to generating insight which puts customer needs at the heart of the business.

The research was commended for using cutting edge techniques which uncovered consumer views on the current economic climate whilst remaining focused on longer term needs and attitudes. By listening to customers and improving Aviva’s existing knowledge of UK consumers, the research enables Aviva to give consumers the products they want with messages they can easily understand.

The Aviva project was selected from a shortlist of four companies as best demonstrating the value of research to Financial Services clients. 

David Barral, chief operating officer, at Aviva, said: “This is the largest single research project ever undertaken within Aviva’s UK Life and Pensions business, and its success means Aviva has increased its understanding of customer needs and attitudes, both financial and non-financial.

“At Aviva it’s seen as a blueprint for change and to help us become the company that’s most recommended by customers, so I’m delighted that our innovative approach has been recognised by the Market Research Society.”     


For further information, please contact:
Louise Duffy             
Telephone: 01904 452791/07800 690 963
E-mail: louise.duffy@aviva.co.uk

Notes to editors:

Aviva, the international savings, investments and insurance group, is the world’s fifth largest insurance group, serving 50 million customers across Europe, North America and Asia Pacific.

In the UK, Aviva is a leading provider of life, pensions, investment, general insurance and health products to more than 20 million customers.  Aviva also provides roadside assistance through RAC. Products are distributed through a number of channels including IFAs, brokers, corporate partners and direct to customers via the internet.

Aviva's UK Insurance business has a market share of around 15%, making it the largest general insurer in the UK. The business is focused on insurance for individuals and small businesses.

Aviva's life and pensions business in the UK has a total market share of 12% and a top three position in its key markets of savings, protection, and annuities.

Aviva’s news releases and a selection of images are available from the internet press centre at www.aviva.com/media.


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