vOICE OF CUSTOMER
HIGHLIGHTs
MOMENTS
ALL VERBATIM COMMENTS WERE TAKEN FROM THE VOC SURVEYS FOR 2023.
“OVERALL,IHADAVERYPOSITIVE EXPERIENCE.”
“THEREPWASTHOROUGHANDVERY RESPONSIVE.THESERVICEWASPROMPTAND
EFFICIENT.SHEWASALSOVERYKNOWLEDGEABLE ABOUTHERJOB”
"MARISSAWASREALLYGOODAND HELPFUL."
"ASHAKIMOOREANDTHELADYWHODEALTWITH MEINOFFICETHEWEREBOTHVERYGOOD."
MISSED OPPORTUNITIES
ALL VERBATIM COMMENTS WERE TAKEN FROM THE VOC SURVEYS FOR 2023.
“YOUSHOULDSTRIVETORESPONDTOEMAILS
MUCHSOONER.”
“DEFINITELY, THERE IS A LACK OF PROPER CUSTOMER SERVICE AND EMPATHY WITHIN THE CLAIMS DEPARTMENT. ALSO CUSTOMERS RARELY RECEIVE UPDATES OR FOLLOW-UP CALLS.”
“YOUSHOULDSTRIVETOGETTHETRAVEL INSURANCEREADYASPROMPTLYASPOSSIBLE.”
“IDON'TLIKETHATWECONSTANTLYHAVETO DOOVERTHEKNOWYOURCUSTOMERFORM.”
TIPS FOR IMPROVING NPS
BEING MORE TIMELY IN OUR EMAIL RESPONSES
BE MORE EMPATHIC
STICK TO OUR TURNAROUND TIMES
KEEP OUR PROMISES TO THE CUSTOMER
NEW BUSINESS SURVEY
NPS
CLAIMS SURVEY
Retention Survey NPS
Remote Interaction Survey NPS
Digital Interaction Survey NPS
CUSTOMERSWEREGENERALLYSATISFIEDWITHTHEIR DIGITALEXPERIENCEAS
EVIDENCEDBYSATISFACTIONSCORES.
THESATISFACTIONSCORESFROMCUSTOMERSWHO USEDTHECLIENTPORTALWERE HIGHERTHANTHOSEWHOUSEDTHEAPPANDTHE WEBSITE.
THEEASEOFNAVIGATIONWASONEOFTHEMAIN REASONSCUSTOMERSLIKED THEIRDIGITALEXPERIENCE.
Digital Survey NPS
CLIENTS INDICATED IT IS EASY TO NAVIGATE THE DIGITAL SPACE.
THERE ARE MORE PASSIVES AND PROMOTERS THAN DETRACTORS FOR SEPTEMBER AND OCTOBER.
CLIENT MOST FREQUENTLY USE THE CLAIMS, PAYMENT, QUOTATION FEATURES ON THE APP.
PRODUCER SURVEY
ADVISORS ARE MOST PLEASED WITH THE SERVICE FROM THE CUSTOMER SERVICE REPRESENTATIVES AND CLAIMS STAFF.
THE GREATEST INTERACTION THEY HAD WAS WITH THE ADVISOR UNIT.
BROKERS ARE STATISFIED WITH THE SERVICE PROVIDED, THIS IS EVIDENT IN THE OVER 7 RATING PROVIDED.
BROKERS GENERALLY FEEL HAPPY WHEN CONDUCTING BUSINESS WITH US
If you have any questions, feel free to contact any member of team CX!