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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

© 2009 HARDING & YORKE 13 HOME INSURANCE NOVEMBER 2008 ING Direct0800 328 8830Recorded message: option 3: music: recorded message: agent CIS08457 464 646Message: option 2: option 4: message: agent Britannia0845 120 3660Message: option 1: message: agent Sainsbury's0500 301 030Option 1 Churchill0800 200 326Message: option 3: option 3: option 1: message: agent Abbey0800 670 680Message: option 01: message: agent Lloyds TSB0800 015 9960Message: option 1: option 2 ( avoid survey): agent Direct Line0845 246 8000Message: option 3: option 01: message: agent Nationwide0800 30 20 10Say ' Home insurance': say ' No' Tesco0845 300 6600Option 3: option 1: agent HBOS0845 600 6001Message: option 3: music: message: agent Norwich Union0800 068 3662Hold: option 2: option 4: agent MORE TH> N0800 294 1868Option 02 Esure0845 601 7074Message: option 2: option 2: option 1: message: agent LOANS NOVEMBER 2008 Marks & Spencer0800 363 400Option 1 Britannia0800 096 0413Message: straight through AA0800 015 2848Message: option 1: message: agent Co- operative Bank0845 7 212 212Press # Asda0800 915 2260Message: Agent Sainsbury's Bank0845 606 1690Message: Agent Tesco0845 303 00 34Straight through Alliance & Leicester0800 015 1720Message: ignore option and hold: message: option 1: message: hold: message: message: agent HSBC0800 130 130Straight to agent Nationwide0800 30 20 10Message: say ' Loans', ' Personal loans', ' New loans': agent Abbey0800 670 660Option 3: message: agent first direct0800 24 24 24Straight through RBS0800 121 121Message: agent Halifax0845 7 24 34 44Option 2: option 1 Barclays0800 716 598Message: option 1 CREDIT CARDS SEPTEMBER 2008 The Co- operative Bank0845 600 6000Message: Ignore request for a/ c number then # to speak to an advisor Lloyds TSB0800 056 0100Straight through Tesco0800 406 050straight through ( asked for name) Virgin Money0800 096 9939Message: hold for agent MBNA0800 776262Message: hold: advisor HSBC0800 130 130Message then straight through American Express01273 696933Message: ignore request: press 0 Nationwide0800 30 20 10Message: say ' Credit cards': say ' new': advisor NatWest0800 444 252Message then straight through Halifax - HBOS08457 28 38 48Message: option 2: option 1: message: advisor Marks & Spencer - & More0800 997 996Message: option 1: option 2: music: agent Sainsbury's Bank0800 0321 365Message: option 1: agent Egg08451 233 233Message: say ' Egg card': ignore all requests: wait Capital One0800 952 5452Message: option 1: 2- 3 minute message: agent The Royal Bank of Scotland0800 16 16 16Message: option 1: agent Barclaycard0800 731 0200Hold for new applications department TELEPHONE BANKING SEPTEMBER 2008 First Direct0800 24 24 24Straight through Alliance and Leicester0500 95 95 95Ignore options: message: agent Halifax08457 20 30 40Option 4: option 5 The Co- operative Bank08457 212 212Ignore request for a/ c number, just press # Lloyds TSB0845 3 000 000Say ' No' then ' Yes': intermediary taking basic details then agent Nationwide0800 30 20 10Say ' Current account' Barclays0500 007 234Option 4: agent RBS0808 100 0808Straight through HSBC0800 130 130Straight through Citibank0800 00 88 00Message: advisor NatWest08457 888 444Option 2: transferred to intermediary: agent Yorkshire Bank0800 202122Option 2: agent Abbey0845 765 4321Option 4: message: agent 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 HEALTH INS SEP 2008 AXA PPP0800 121 345Straight through BUPA0800 600 500Option 1: intermediary: agent HSA0800 085 4321Straight Through Norwich Union0800 424 242Detailed message then straight through Pruhealth0800 092 6666Message: option 1: agent Standard Life0800 77 99 55Message then straight through Tesco0800 0121 880Message then agent WPA Direct0800 7833 783Recorded message then straight through