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© 2008 HARDING & YORKE INDUSTRY RECOMMENDATIONS: Motor Insurance For as long as the industry is determined to differentiate on price and have an expectation that customers are happy to phone around to get the best one it is clear that there lies a wonderful opportunity for one or two companies to capitalise on the situation. The individual from Churchill, who scored a massive 9.61, proved that it is possible to deliver exceptional Empathy as well as to conform to all the regulatory rules set out by the FSA. My overall recommendation for the industry would be to look at the regulatory requirements, understand and discuss their meaning and implications with your people and ' coach in' ways that they can be delivered with ' Empathy'. From work we have done in this sector we know this can be achieved together with marked improvements in conversion rates. THE LIST: 91- 13509 continued on page 11 MEASURERANK RANKCOMPANYINDUSTRYDATENEXTEMPATHY CHANGE 91= Joe BrownsCatalogue ClothingJun- 08Jan' 096.2355 91= Nationwide BSMortgagesJul- 08Feb' 096.2381 94= BritanniaHome InsuranceMay- 08Dec' 086.227 94= Intelligent FinanceTelephone BankingNov- 07Disc6.227 94= NationwideCredit CardsApr- 08Oct' 086.227 97Co- operative BankTelephone BankingApr- 08Oct' 086.216 98= AbbeyTelephone BankingApr- 08Oct' 086.206 98= Additions DirectCatalogue ClothingJun- 08Jan' 096.2067 98= Direct LineTravel InsuranceMay- 07TBC6.206 98= esureMotor InsuranceJul- 08Jan' 096.2031 98= HBOSHome InsuranceMay- 08Dec' 086.206 98= LX Direct ( Littlewoods) Catalogue ClothingJun- 08Jan' 096.205 104= AbbeyMortgagesJul- 08Feb' 096.1933 104= JD WilliamsCatalogue ClothingJun- 08Jan' 096.1980 104= Norwich UnionHome InsuranceMay- 08Dec' 086.198 104= Sainsbury's BankLife InsuranceApr- 08Dec' 086.198 104= TescoLoansJun- 08Dec' 086.198 104= TescoTravel InsuranceMay- 07TBC6.198 110BarclaysTelephone BankingApr- 08Oct' 086.1810 111= AdmiralMotor InsuranceJul- 08Jan' 096.178 111= Next DirectoryCatalogue ClothingJun- 08Jan' 096.171 113= EggSavingsApr- 08Nov' 086.169 113= Halifax HBOSTravel InsuranceMay- 07TBC6.169 113= Sainsbury'sGas & ElectricNov- 06TBC6.169 113= TescoHome InsuranceMay- 08Dec' 086.169 117= MORE TH> NHome InsuranceMay- 08Dec' 086.159 117= Standard LifeSavingsApr- 08Nov' 086.159 119= Carphone WarehouseMobile PhonesAug- 08Feb' 096.1437 119= Cotton TradersCatalogue ClothingJan- 08Disc6.149 119= first directMortgagesJul- 08Feb' 096.1455 122NationwideLoansJun- 08Dec' 086.1310 123= AAMotor InsuranceJul- 08Jan' 096.1223 123= HSBCTelephone BankingApr- 08Oct' 086.126 123= Lloyds TSBTelephone BankingApr- 08Oct' 086.126 126= Direct LineHome InsuranceMay- 08Dec' 086.117 126= Littlewoods CompaniesCatalogue ClothingJun- 08Jan' 096.1128 126= MBNACredit CardsApr- 08Oct' 086.117 126= RBSTravel InsuranceMay- 07TBC6.117 130= ASDAHome InsuranceNov- 07Disc6.095 130= HSBCSavingsApr- 08Nov' 086.095 130= Scottish Hydro ElectricGas & ElectricNov- 06TBC6.095 130= TescoMotor InsuranceJul- 08Jan' 096.0911 130= Waitrose - GreenbeeTravel InsuranceMay- 07TBC6.095 135= CitibankTelephone BankingApr- 08Oct' 086.086 135= Intelligent FinanceMortgagesFeb- 07Disc6.086 135= NationwideTelephone BankingApr- 08Oct' 086.086 135= PowergenGas & ElectricNov- 06TBC6.086 135= RBSTelephone BankingApr- 08Oct' 086.086 135= Tesco MobileMobile PhonesAug- 08Feb' 096.0856

YOUR EMPATHY PROPHET ™ - ISSUE 2/ NOVEMBER 2008 INDUSTRY R10ANKINGS & AVERAGES RANKINDUSTRYDATEEMPATHYNEXT CAMPAIGN DUE 1Health InsuranceSept- 086.69Mar- 09 2Life InsuranceApr- 086.44Nov- 08 3MortgagesJul- 086.36Feb- 09 4mobile PhonesAug- 086.27Feb- 09 = 5Home InsuranceMay- 086.25Dec- 08 = 5Motor InsuranceJul- 086.25Jan- 09 7Telephone BankingApr- 086.23Oct- 08 = 8LoansJun- 076.21Dec- 08 = 8Catalogue ClothingJun- 086.21Jan- 09 10SavingsApr- 086.18Nov- 08 = 11Travel InsuranceMay- 076.15TBC = 11Gas & ElectricNov- 066.15TBC 13Credit CardsApr- 085.97Oct- 08 EMPATHY RANKED NEXT ISSUE In the next issue of YOUR EMPATHY PROPHET ™ we will be examining the following industries: PROCESS RANKED RANKINDUSTRYDATEPROCESSNEXT CAMPAIGN DUE 1Health InsuranceSept- 088.65Mar- 09 2Life InsuranceApr- 088.62Nov- 08 3Travel InsuranceMay- 078.61TBC 4Motor InsuranceJul- 088.50Jan- 09 = 5Home InsuranceMay- 088.37Dec- 08 = 5LoansJun- 088.37Dec- 08 7MortgagesJul- 088.36Feb- 09 8Mobile PhonesAug- 088.33Feb- 09 9Credit CardsApr- 088.25Oct- 08 10Catalogue ClothingJun- 088.23Jan- 09 11Telephone BankingApr- 088.21Oct- 08 12SavingsApr- 088.20Nov- 08 13Gas & ElectricNov- 068.13TBC LIFE INSURANCE HOME INSURANCE SAVINGS LOANS CREDIT CARDS TELEPHONE BANKING