Q 2 Q 2
ANTIGUA AND BARBUDA
DOMINICA
ST LUCIA BELOW EXPECTATIONS EXCEED EXPECTATIONS BELOW EXPECTATIONS 53.2 BELOW EXPECTATIONS Q2 Q1 Q1 Q2
52.87 50 60
46.9 NEEDS IMPROVEMENT Q1 Q2 38.7 NEEDS IMPROVEMENT
- NEW BUSINESS SURVEY
THE STAFF WAS VERY HELPFUL A
- NEW BUSINE
“TURNAROUND
TIME
ON MATTERS IS TOO SLOW.”
PRODUCER SURVEY
“ THE COMMUNICATION IS VERY POOR. SO FAR I ONLY RECEIVED ONE CALL AFTER I SUBMITTED THE CLAIM, AND I HAVEN'T HEARD FROM ANYONE SINCE. THERE HAS BEEN NO RESPONSE OR EXPLANATION ABOUT THE CLAIM.”
CLAIMS SURVEY
"IMPLEMENT OTHER PAYMENT
OPTIONS LIKE AN APP OR OTHER ONLINE FEATURES."
RETENTION SURVEY
“FOLLOW-UP WITH THE CUSTOMER.”
CLAIMS SURVEY
80% of respondents identified as be happy after doing business with us.
Customer satisfaction averages 9.1.
96% of customers are aware of payment by instalment plans.
The top three reasons customers chose us are; reputation , referrals and our customer service.
appy a h SGI.
87% of customers are aware of payment by instalment plans. The top two reasons customers chose us are; reputation, referrals and customer service.
79.2 16.7 4.2 PROMOTERS PASSIVES DETRACTORS
67% of customers felt happy after conducting business with SGI.
44.4 55.6 33.3 11.2 PROMOTERS PASSIVES DETRACTORS The
Customer satisfaction averages 8.6.
Dominica is the only EC territory where 11% of new business customers were unhappy after doing business with us.
The top reason customers chose us is referrals.
The claims survey measures the satisfaction levels of clients whose claims were opened and or closed within the period under review.
50 50 0 PROMOTERS PASSIVES DETRACTORS
75% of customers felt happy during the claims process with SGI.
Customer Satisfaction averages 8.7. It was lowest for “frequency and timeliness of communication.”
Customer Effort Score was 7.8.
*Customers were asked to rate the ease of conducting business with SGI on a scale of 1 to 10, where 1 represented "extremely difficult" and 10 represented "extremely easy".
The claims survey measures the satisfaction levels of clients whose claims were opened and or closed within the period under review.
66.7
66.7 33.3 0 PROMOTERS PASSIVES DETRACTORS
67% of customers felt happy during the claims process with SGI.
Customer Satisfaction averages 7.3. It was lowest for “time taken to resolve the claim.”
Customer Effort Score was 9.3.
*Customers were asked to rate the ease of conducting business with SGI on a scale of 1 to 10, where 1 represented "extremely difficult" and 10 represented "extremely easy".
The retention survey measures the satisfaction levels of clients whose renewal is upcoming.
% of customers felt happy after onducting business with SGI. Price and Customer Service contributed the most to the customer’s feelings.
The average customer satisfaction score is 7.7.
95% of customes are aware that they can pay in installments. In branch and Online banking are the two most preferred payment methods. 83% of those surveyed received their renewal notices on time. Most customers renewed because of customer service and price.
38.6
18.2 PROMOTERS PASSIVES DETRACTORS
56.8 25
The retention survey measures the satisfaction levels of clients whose renewal is upcoming.
58% of customers felt happy after conducting business with SGI. Price and Customer Service contributed the most to the customer’s feelings.
The average customer satisfaction score is 7.8.
89% of customers are aware that they can pay in installments. In branch and Online banking are the two most preferred payment methods.
87% of those surveyed received their renewal notices on time. Most customers renewed because of reputation and price.
25.6
34.9 55.8 9.3 PROMOTERS PASSIVES DETRACTORS
The retention survey measures the satisfaction levels of clients whose renewal is upcoming.
43% of customers felt unhappy after conducting business with SGI. Price contributed the most to the customer’s feelings.
The average customer satisfaction score is 7.4.
86% of those surveyed received their renewal notices on time.
-14.3
Most customers renewed because of price.
14.3 57.1 28.6 PROMOTERS PASSIVES DETRACTORS
100% of those surveyed thought th SGI’s service is on par with or bette than other insurance companies.
100% of respondents are confident in the SGI brand.
28.6
Average satisfaction scores are 8.2.
Brokers were most satisfied with the ‘timeliness of communication’. SGI is top of mind for 100% of respondents. Policy documents are also perceived to be on time 100% of the time
42.9 42.9 14.3 PROMOTERS PASSIVES DETRACTORS
*The NPS question contains responses from only broker representatives.
100% of those surveyed thought that SGI’s service is on par with or better than other insurance companies.
100% of respondents are confident in the SGI brand.
100
Average satisfaction scores are 9.8.
Brokers were least satisfied with ‘timeliness of communication.”
SGI is top of mind for 100% of respondents. Policy documents are also perceived to be on time 100% of the time
100 0 0 PROMOTERS PASSIVES DETRACTORS
*The NPS question contains responses from only broker representatives.
