Q I N P S Q I N P S + 5 1 . 7 + 5 1 . 7
B E L O W B E L O W
E X P E C T A T I O N S E X P E C T A T I O N S
Q 2 N P S Q 2 N P S + 5 4 . 2 + 5 4 . 2
M E T M E T
E X P E C T A T I O N S E X P E C T A T I O N S
“ HE TRANSACTION WAS COMPLETED WITHOUT ANY PROBLEMS. I UNDERSTOOD THE PROCEDURE AND THE EXPLANATIONS WERE VERY THOROUGH AND DETAILED.”
NEW BUSINESS SURVEY
“THE TRANSACTION WAS COMPLETED WITHOUT ANY PROBLEMS. I UNDERSTOOD THE PROCEDURE AND THE EXPLANATIONS WERE VERY THOROUGH AND DETAILED.”
CLAIMS SURVEY
“I HAVE TO COMMEND THE WRECKER SERVICE FOR PROVIDING EXCELLENT SERVICE. THEY STAYED IN CONTACT WITH ME AND THEY ALWAYS CALLED ME BACK PROMPTLY. THEY WERE VERY PROFESSIONAL.”
REMOTE INTERACTION SURVEY
“YOU SHOULD RE-TRAIN YOUR STAFF AND HELP THEM TO LEARN HOW TO COMMUNICATE MUCH BETTER WITH THE CUSTOMERS. INITIALLY, SOME OF THEM ARE PLEASANT WHEN YOU SIGN UP FOR THE POLICY. THEN, AS TIME GOES BY, THEY ARE NO-LONGER PLEASANT TO YOU. THIS IS NOT PROFESSIONAL SERVICE”
NEW BUSINESS SURVEY
"THE COMMUNICATION IS NOT VERY GOOD."
RETETION SURVEY
“IMPROVE THE CUSTOMER SERVICE. RATE AT WHICH CLAIMS ARE PROCESSED AND IMPROVE THE COMMUNICATION AND UPDATES.”
CLAIMS SURVEY
"I WOULD LIKE THE BRANCH SUPERVISORS OR MANAGERS TO ENSURE THAT THE REPS ARE FOLLOWING-UP WITH THE CUSTOMERS AND PROVIDING FEEDBACK, UPDATES ETC. REGULARLY"
REMOTE INTERACTION SURVEY
“ INFORM THE CUSTOMERS ABOUT THE OTHER PAYMENT OPTIONS AVAILABLE TO THEM.”
“TRY NOT TO HAVE THE CALLERS WAITING TOO LONG ON THE PHONE BEFORE A REP IS AVAILABLE. THEY MAY HANG UP AND DON'T CALL BACK.”
“BE MORE RESPONSIVE AND HELPFUL. TAKE THE TIME TO EXPLAIN THE PROCESS AND THE POLICY TO THE CUSTOMERS. ALSO, CONDUCT BUSINESS IN A TIMELY MANNER.”
“YOU SHOULD SHOW MORE CARE AND CONCERN AND BE FAIR WITH YOUR CUSTOMERS.”
Surveying customers who conducted NEW BUSINESS transactions during the indicated period.
The claims survey measures the satisfaction levels of clients whose claims were opened and or closed within the period under review.
Surveying customers who conducted Remote transactions during the indicated period.
The producer survey measures the satisfaction levels of brokers, agents, and advisors. 62.5 50 29.2
Months are combined due to low response rates for some months
you have any questions, p member of Team
