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© 2009 HARDING & YORKE THE LIST: 141- 19111 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 RANKCOMPANYINDUSTRYDATENEXTEMPATHYCHANGE 141= PowergenGas & ElectricNov- 06TBC6.086 141= Tesco MobileMobile PhonesAug- 08Feb- 096.086 141= Intelligent FinanceMortgagesFeb- 07Disc6.086 144EDF EnergyGas & ElectricNov- 06TBC6.073 145= FreemansCatalogue ClothingJun- 08Jan- 096.062 145= Marshall WardCatalogue ClothingJun- 08Jan- 096.062 145= esureHome InsuranceNov- 08Jun- 096.0622 145= HSBCLoansNov- 08Jun- 096.066 149= TescoSavingsOct- 08May- 096.0576 149= Yorkshire BankTelephone BankingSept- 08Apr- 096.0510 151NationwideLoansNov- 08Jun- 096.0329 152= NatWestCredit CardsSept- 08Apr- 096.0227 152= AbbeyLoansNov- 08Jun- 096.0211 154= Halifax - HBOSCredit CardsSept- 08Apr- 096.016 154= M& S - & MoreCredit CardsSept- 08Apr- 096.0129 154= Sainsbury's BankMotor InsuranceJul- 08Jan- 096.012 157= Sainsbury's BankCredit CardsSept- 08Apr- 096.0012 157= SWALECGas & ElectricNov- 06TBC6.004 159= EggHome InsuranceNov- 07Disc5.995 159= NatWestMortgagesJul- 08Feb- 095.995 161first directLoansNov- 08Jun- 095.9818 162= Virgin MobileMobile PhonesAug- 08Feb- 095.965 162= Alliance & LeicesterSavingsOct- 08May- 095.9618 164= RBSLoansNov- 08Jun- 095.9584 164= Sainsburys BankTravel InsuranceMay- 07TBC5.956 166= EmpireCatalogue ClothingJan- 08DISC5.947 166= O2Mobile PhonesAug- 08Feb- 095.947 168Post OfficeTravel InsuranceMay- 07TBC5.926 169= EggCredit CardsSept- 08Apr- 095.917 169= BarclaysSavingsOct- 08May- 095.9119 171HawksheadCatalogue ClothingJun- 08Jan- 095.896 172= HalifaxLoansNov- 08Jun- 095.8810 172= BritanniaTravel InsuranceMay- 07TBC5.886 174Northern RockMortgagesFeb- 08DISC5.877 175= Capital OneCredit CardsSept- 08Apr- 095.8514 175= IdealGas & ElectricNov- 06TBC5.856 175= Scottish PowerGas & ElectricNov- 06TBC5.856 175= EggSavingsOct- 08May- 095.8562 175= AbbeyTelephone BankingSept- 08Apr- 095.8577 180Norwich Union DirectMotor InsuranceJul- 08Jan- 095.827 181GrattanCatalogue ClothingJun- 08Jan- 095.817 182More Th> NMotor InsuranceJul- 08Jan- 095.807 183RBSCredit CardsSept- 08Apr- 095.7811 184KaleidoscopeCatalogue ClothingJan- 08DISC5.758 185= BT MobileMobile PhonesAug- 08Feb- 095.738 185= Norwich Union DirectTravel InsuranceMay- 07TBC5.738 187BarclaysLoansNov- 08Jun- 095.711 188BritanniaCredit CardsApr- 08DISC5.688 189La RedouteCatalogue ClothingJun- 08Jan- 095.676 190AXATravel InsuranceMay- 07TBC5.655 191BarclaycardCredit CardsSept- 08Apr- 095.3311

YOUR EMPATHY PROPHET T - ISSUE 3/ FEBRUARY 2009 12THE ERIC DIRECTORY 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. LIFE INSURANCE OCTOBER 2008 Standard Life0845 272 6649Straight through Legal & General0800 027 1972Straight through RBS0800 056 0152Straight through Sainsbury's Bank0800 027 7166Recorded message then straight through Norwich Union Direct0800 092 7750Option 1 Virgin Money0800 9179 700Message: rings through to Agent ( message tells you to keep holding until agent free) Scottish Widows08457 678 910Option 4: message: hold; agent HBOS0870 607 6781Option 2 Direct Line0845 246 8080Option 1 Tesco08457 104010Option 3: option 2: option 1 SAVINGS OCTOBER 2008 Britannia0800 013 4860Option 02: option 02 ING Direct0800 376 8844Message: agent first direct0800 24 24 24Message: agent Sainsbury's Bank0500 40 50 60Option 01: option 01: agent Lloyds TSB0845 3000 000Message: ignore A/ C number: no ( customer): yes ( new account): agent: possible transfer Halifax08457 263 646Message: option 02: option 02: agent Bradford & Bingley0845 600 8885Option 03: option 03. Abbey0800 174 635Option 01: option 02 Standard Life08457 555 657Option 02: message; agent HSBC0800 130 130Message: hold: agent Nationwide08457 30 20 10Option 01: option 03: option 03; option 02; agent NatWest0800 592 933Straight through RBS0808 100 9510Straight through Tesco08457 10 40 10Option01: option 02 Alliance & Leicester ( current account opening) 0500 959 595Hold: advisor will transfer you to direct savings team Barclays0800 400 100Option 03 Egg08451 233 233Say ' Savings': ignore postcode request: agent Mobile Phones AUG 2008 30800 358 9571Message: agent BT Mobile0800 783 2326Option 2: star: option 1: option 1 Carphone Warehouse0800 049 0049Message: option 2: message: option 2, message: agent Dialaphone0800 0928 244Message: agent O20870 225 7879Message: press 02: press 02: message: agent Orange0800 079 2000Option 01: option 02. Phones 4u0800 072 5856Option 02 T- Mobile0845 412 2401Option 1 Tesco Mobile0800 015 2006Message: agent Virgin Mobile0845 6000 070Press 4 ( for contract) Vodafone08080 408 408Option 1 Mortgages JUL 2008 Abbey0800 3899 890Option 1: option 3: option 1: agent Alliance & Leicester0800 0563254Message: option 1: agent Barclays0845 6770002Straight through Britannia0800 0131140Option 1: option 1: Message: Agent Cheltenham & Gloucester0800 0280639Option 1: agent Direct Line0845 2468003Option 1 first direct0800 48 24 48Straight through Halifax0845 7273747Option 4 HSBC0800 1696333Straight Through ING Direct0800 032 8822Option 1 Nationwide Building Society0800 30 20 10Message: Say ' Mortgages', say ' No,' say ' Quote', say ' Verbal' agent. NatWest0800 0969527Straight through Royal Bank of Scotland0800 056 3220Message: press 03: agent Standard Life Bank0845 845 8450Message: option 02: option 02 Tesco0800 694 2444Straight through The Co- operative Bank0800 0 288 288Option 1: message: agent Motor INSurance JUL 2008 AA0800 085 5007Option 1: advisor Admiral0800 600 800Option 1: advisor ASDA0845 300 5771Option 1: option 2 ( new quote): Option 1 ( fully comp) Churchill0800 200 300Option 1: option 3: option 1 Cornhill Direct0800 731 7430Option 2 Direct Line0845 246 8888Option 1: message: agent esure0845 603 7878Option 1: message: option 1: agent Kwik- Fit Financial Services0800 280 2222Option 3: option 4: agent Marks & Spencer0800 107 1823Option 2: agent MORE TH> N0800 109 109Option 2: option 1: agent Norwich Union Direct0800 092 9564 Option 1: message: agent Post Office0800 169 6500Option 2: option 3: message: agent RAC0800 015 4331Option 1: message Sainsbury's Bank0800 032 0000Option 1: message: option 1. Tesco0845 301 0774Option 3: option 1: message: agent The Co- operative Insurance08457 46 46 46Option 1: option 4 Zurich0800 445 588Message: agent