Case Study: NFU Mutual achieves FSA regulatory compliance and streamlined nationwide staff assessments with Questionmark

Questionmark Helps Insurance Company Meet New Financial Services Regulations

NFU Mutual, a UK insurance company with over 300 sales offices, faced new FSA regulations requiring that all customer-facing staff be certified as competent. To overcome the logistical challenge of assessing a geographically dispersed workforce, NFU Mutual moved its assessments online using Questionmark’s online assessment software, chosen for its ease of use, strong reporting and statistical tools, and robust audit trail.

Questionmark ran a pilot at head office and supported a phased rollout (summer 2004) to all branches; supervisors now schedule and monitor online multiple-choice assessments, with staff given three attempts. The Questionmark solution eliminated paper-based recordkeeping, cut manual data entry, enabled instant retrieval of individual results, delivered high user acceptance and timely support, and has prompted NFU Mutual to extend the system into its Life Assurance division and other internal uses.

NFU Mutual

Philip Wilcox

NFU Mutual