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© 2008 HARDING & YORKE THE LIST: 141- 18911 RANK CHANGES FOR ALL COMPANIES WILL BE AFFECTED THROUGH THE QUARTERLY REPORTING OF INDUSTRIES. HOWEVER, BE AWARE THAT AN IMPROVEMENT IN RANKING MAY NOT NECESSARILY INDICATE AN IMPROVEMENT IN EMPATHY. MEASURERANK RANKCOMPANYINDUSTRYDATENEXTEMPATHY CHANGE 141= AbbeyLoansJun- 08Dec' 086.076 141= EDF EnergyGas & ElectricNov- 06TBC6.076 143= first directLoansJun- 08Dec' 086.065 143= FreemansCatalogue ClothingJun- 08Jan' 096.063 143= Marshall WardCatalogue ClothingJun- 08Jan' 096.067 143= TescoLife InsuranceApr- 08Dec' 086.065 147NationwideSavingsApr- 08Nov' 086.057 148= Halifax HBOSCredit CardsApr- 08Oct' 086.047 148= NatWestTelephone BankingApr- 08Oct' 086.047 148= RBSSavingsApr- 08Nov' 086.047 151HSBCLoansJun- 08Dec' 086.025 152Sainsbury's BankMotor InsuranceJul- 08Jan' 096.0140 153SWALECGas & ElectricNov- 06TBC6.003 154= EggHome InsuranceNov- 07Disc5.992 154= Lloyds TSBSavingsApr- 08Nov' 085.992 154= NatWestMortgagesJul- 08Feb' 095.9931 157Virgin MobileMobile PhonesAug- 08Feb' 095.9665 158Sainsbury's BankTravel InsuranceMay- 07TBC5.952 159= EmpireCatalogue ClothingJan- 08Disc5.942 159= O2Mobile PhonesAug- 08Feb' 095.944 159= Yorkshire BankTelephone BankingApr- 08Oct' 085.942 162= EggCredit CardsApr- 08Oct' 085.922 162= HalifaxLoansJun- 08Dec' 085.922 162= Post OfficeTravel InsuranceMay- 07TBC5.922 165HawksheadCatalogue ClothingJun- 08Jan' 095.8910 166BritanniaTravel InsuranceMay- 07TBC5.881 167= esureHome InsuranceMay- 08Dec' 085.87 167= Northern RockMortgagesFeb- 08Disc5.87 169= IdealGas & ElectricNov- 06TBC5.85 169= Sainsbury's BankCredit CardsApr- 08Oct' 085.85 169= Scottish PowerGas & ElectricNov- 06TBC5.85 172RBSCredit CardsApr- 08Oct' 085.83 173Norwich Union DirectMotor InsuranceJul- 08Jan' 095.8238 174GrattanCatalogue ClothingJun- 08Jan' 095.8115 175MORE TH> NMotor InsuranceJul- 08Jan' 095.801 176KaleidoscopeCatalogue ClothingJan- 08Disc5.751 177= BT MobileMobile PhonesAug- 08Feb' 095.7331 177= Norwich Union DirectTravel InsuranceMay- 07TBC5.731 179NatWestCredit CardsApr- 08Oct' 085.70 180= Alliance & LeicesterSavingsApr- 08Nov' 085.68 180= BarclaycardCredit CardsApr- 08Oct' 085.68 180= BritanniaCredit CardsApr- 08Oct' 085.68 183= La RedouteCatalogue ClothingJun- 08Jan' 095.679 183= M& S - & MoreCredit CardsApr- 08Oct' 085.67 185AXATravel InsuranceMay- 07TBC5.65 186BarclaysLoansJun- 08Dec' 085.62 187TescoCredit CardsApr- 08Oct' 085.54 188BarclaysSavingsApr- 08Nov' 085.50 189Capital OneCredit CardsApr- 08Oct' 085.43

YOUR EMPATHY PROPHET ™ - ISSUE 2/ NOVEMBER 2008 12THE ERIC DIRECTORY CATALOGUE CLOTHING JUN 2008 Additions Direct0870 413 5000/ 08448 220 099Message - ignore prompts and hold Boden0845 677 5000Straight to agent Fat Face0870 6000 090Straight to Agent Freemans0871 987 0444Ignore options Grattan0844 556 5566Message - press 1 - agent Hawkshead0870 830 6007Straight through JD Williams0870 160 6100Message - 3 to 6 rings - ignore input customer number - advsisor Joe Browns0113 234 6070Straight to agent Kays LS/ Choice For You/ GU Essentials08448 111 800Option 2 ( anything else), Option 4 ( anything else) La Redoute0870 0500 455Say ' new customer' Say ' enquiry' Lands' End0800 376 7974Straight to agent LX Direct ( Littlewoods) 08448 222 321Say ' no'; ' help me with something else; ' new customer' Marks & Spencer0845 609 0200Option 4 - other enquiries Marshall Ward0844 811 8112Option 2 ( anything else), option 4 ( anything else) Next Directory0845 600 7000Straight through CREDIT CARDS SEP 2008 Marks & Spencer - & More0800 997 996Message: press 1: press 2: music: Advisor American Express01273 696933Message: ignore request: press 0 Barclaycard0800 731 0200Hold for new applications department Capital One0800 952 5452Message: press 1: 2- 3 minute message: agent Egg08451 233 233Message: Say " egg card": ignore all requests: wait Halifax - HBOS08457 28 38 48Message: option 2: option 1: message: Advisor HSBC0800 130 130Message then straight through Lloyds TSB0800 056 0100Straight through MBNA0800 776 262Message: hold: Advisor Nationwide0800 30 20 10Message: say " credit cards": say " new": Advisor NatWest0800 444 252Message then straight through Sainsbury's Bank0800 0321 365Message: option 1: agent Tesco0800 406 050straight through ( asked for name) The Co- operative Bank0845 600 6000Message: Ignore request for a/ c number then # to speak to an advisor The Royal Bank of Scotland0800 16 16 16Message: Press 1: Agent Virgin Money0800 096 9939Message: Hold for agent Home INSURANCE May 2008 Britannia0845 1203660Message - option 1 - message - agent Churchill0800 200 326Message - option 3 - option 1 - message - agent CIS08457 464646Message - option 2 - message - option 4 - message - agent Direct Line0845 246 8000Option 1- message - agent esure0845 601 7074Option 2 - option 2 - message - option 1 - message - agent HBOS0845 600 6001Option 3 - Option 1 - message - agent ING Direct0800 328 8830Message - option 3 - message - then agent. Lloyds TSB0800 015 9960Option 1 - option 2 - then Agent MORE TH> N0800 294 1868Message - agent Nationwide0800 30 20 10Say; " Insurance", say " Home", say " No", message, agent Norwich Union0800 068 3662Message - hold - option 2 - option 4 - agent Sainsbury's Bank0500 30 10 30Option 1 - agent Tesco0845 300 6600Message - hold - option 2 - option 4 - agent Loans JUN 2008 AA0800 015 2848Option 1 then message Abbey0800 670 660Option 3 Alliance & Leicester0800 015 1720Option 1 Barclays0800 716 598Option 1: intermediary: then agent Britannia0800 096 0413Straight through The Co- operative Bank0845 7 212 212Ignore requests: press # first direct0800 24 24 24Straight through Halifax0845 7 24 34 44Option 2: option 1 HSBC0800 130 130Straight to agent Marks & Spencer0800 363 400Option 1 Nationwide0800 30 20 10Say ' loans', ' personal loans', ' new loans' NatWest0800 24 34 06Straight through RBS0800 121 121Message then straight through Sainsbury's Bank0845 606 1690Straight through Tesco0845 303 00 34Straight through Telephone Banking SEP 2008 Abbey0845 765 4321Option 4: Message: agent Alliance & Leicester0500 95 95 95Ignore options: message: agent Barclays0500 007 234Option 4: Agent Citibank0800 00 88 00Message: advisor first direct0800 24 24 24Straight through Halifax08457 20 30 40Option 4: option 5 HSBC0800 130 130Straight through Lloyds TSB0845 3 000 000Say " No" then ' Yes': Intermediary taking basic details then agent Nationwide0800 30 20 10Say ' Current Account' NatWest08457 888 444Option 2 - transferred to intermediary - advisor RBS0808 100 0808Straight through The Co- operative Bank08457 212 212Ignore request for a/ c number: just press # Yorkshire Bank0800 202122Option 2: agent Below is a list of telephone numbers and corresponding options that we accessed in order to compile the ERIC findings. Each number is independently sourced and test- called to ensure that the people at the other end are both capable and expected to deal with our requests. When we present our findings to our clients we use sound bites and other evidential sources to both demonstrate specific points on our measurement scale and to share with them what empathy ( or lack of it) sounds, feels and looks like. We invite you to explore the numbers below to gain your own experiences.