vOICE OF CUSTOMER
HIGHLIGHTs 2023
PREPARED BY CUSTOMER EXPERIENCE
“I AM PLEASED WITH THE PROMPT ATTENTION GIVEN TO CUSTOMERS, THE COMFORTABLE OFFICE, THE EASY PARKING, AND THE FRIENDLY STAFF.
KEEP UP THE GOOD WORK”. RETENTION SURVEY
MOMENTS
THE ADVISOR SUPPORT TEAM IS DOING AN EXCELLENT JOB.
PRODUCER SURVEY
“I WAS REALLY SATISFIED. I WANTED ONE QUOTE, BUT THEY WERE ABLE TO GIVE ME THREE. I WAS GRATEFUL FOR THE OPTIONS.”
REMOTE INTERACTION SURVEY (CALL CENTRE)
MISSED OPPORTUNITIES
“IMPROVE THE WRECKING SERVICE AS IT DOESN'T GO TO EVERY AREA OF TRINIDAD, AND IT CAN BE PROBLEMATIC.”
CLAIMS SURVEY
“TRY TO COMPLETE TRANSACTIONS WITHIN A REASONABLE TIME”.
NEW BUSINESS SURVEY
“I WANT MORE MAGAZINES TO READ WHILE IN THE OFFICE.”
RETENTION SURVEY
“YOUR ACCOUNTS DEPARTMENT NEEDS A LOT OF HELP. THEY CONTINUOUSLY SEND THREATS OF CANCELLATION FOR CLIENTS WHO HAVE PAID THEIR PREMIUMS, AND THESE WERE REMITTED TO SGI WITH AN EXCEL SHEET PROVIDING A BREAKDOWN OF THE CLIENTS AND PREMIUMS SENT. IT IS EXTREMELY EMBARRASSING WHEN CLIENTS CALL THE BROKER ADVISING THEY RECEIVED CANCELLATION NOTICES FOR POLICIES THAT WERE PAID, SOMETIMES MONTHS/YEARS AGO.”
PRODUCER SURVEY
TIPS FOR IMPROVING NPS
THE CLAIMS DEPARTMENT SHOULD SEEK TO PROVIDE MORE FREQUENT UPDATES TO CUSTOMERS.
THE CALL CENTRE NEEDS TO KEEP
PROMISES MADE TO CUSTOMERS.
RETURN CALLS AND FOLLOW UP!
UNDERWRITERS SHOULD SEEK
TO REDUCE TRANSACTION TIMES WHEN POSSIBLE.
CUSTOMERS WHAT BETTER SERVICE
FROM TCM!
NEW BUSINESS SURVEY
THE BIGGEST CUSTOMER PAINS HAVE BEEN TRANSACTION TIME AND PRICE.
CLAIMS SURVEY
RETENTION SURVEY
REMOTE INTERACTION SURVEY
PRODUCER SURVEY
If you have any questions, feel free to contact any member of team CX!