Key Performance Indicator
Continue to maintain high standards of customer service.
Continue being a responsible investor on behalf of our clients.
Gain a comprehensive understanding of the costs and
benefits of sustainable property investments.
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Measurement
Tracking systems in place to monitor customer satisfaction.
Provide information for customers in a variety of ways.
Contribute to the investment performance of M&G funds.
Implement relevant sustainable property investment techniques across our property portfolio in a way that will increase sustainability, while protecting and enhancing investor returns.
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Progress in 2007
Prudential Corporation Asia has developed a detailed Customer Satisfaction model in Malaysia and is developing it for Singapore.
Jackson measures its customer service quality through annual benchmarking surveys. Prudential UK is accredited to the Association of British Insurers’ Customer Impact Scheme.
Prudential regularly updates customers on products and important financial topics through retirement planning seminars, publications such as e-zine and ‘your retirement’, and the M&G spin-free guides.
M&G manages two ethical investment funds: Prudential M&G Light Green Fund and the Prudential Ethical Trust Fund.
PRUPIM published its sustainable development framework for decision making, to actively encourage and promote sustainable practices, with the aim of sharing its experience in the sustainability arena with the property industry as a whole.
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Looking forward in 2008
we plan to:
Roll-out the Customer Satisfaction Model in Asia to other parts of its business and use feedback to improve customer service. Prudential UK plans to work closely with the ABI on the Customer Impact Scheme.
Continue to provide customers with clear and responsible marketing information.
Continue to maintain active dialogue with our investee companies.
Play a central role in the activities of both the Investment Property Forum/ Institutional Investors Group on Climate Change, Responsible Property Investment Working Group and the UNEP FI Responsible Property Investment Workstream.
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