vOICE OF CUSTOMER
HIGHLIGHTs
ICAN'TTHINKOFANYTHINGTOIMPROVEAT THISPOINTINTIME.THESTAFFWASVERY
HELPFULANDFRIENDLY.THESERVICEWAS FASTANDEFFICIENT.
MOMENTS
NOSUGGESTIONSATTHISTIME.THE CUSTOMERSERVICEISVERYGOOD.I ALWAYSLOOKFORWARDTOVISITINGTHE BRANCHBECAUSETHESTAFFAREVERY PLEASANTANDHELPFUL.
IMPRESSEDWITHTHEPROFESSIONALISM ANDWANTEDTOJUSTGIVESGIKUDOS.IT WASONEOFTHEBESTCUSTOMER EXPERIENCESTHATHEHASHAD.
MISSED OPPORTUNITIES
“IHAVEN'TRECEIVEDMUCHFEEDBACK REGARDINGTHESTATUSOFTHECLAIM.”
“SOFARIHAVENOTRECEIVEDANY RENEWALNOTICESORPHONECALLSTO REMINDMEOFWHENPAYMENTISDUE.”
“WORKONRESOLVINGYOURCLAIMSWITHINA
REASONABLETIMEFRAME.”
TIPS FOR IMPROVING NPS
STICK TO OUR TURNAROUND TIMES
KEEP OUR PROMISES TO THE CUSTOMER
BEING MORE TIMELY IN OUR EMAIL RESPONSES
NEW BUSINESS SURVEY
Customers generally feel happy when conducting business with us.
Satisfaction scores continue to climb.
Customers are becoming more aware of the online payment methods
NPS
The top two reasons they chose us is because of our reputation and referral from friends or family.
NEW BUSINESS SURVEY
NPS
CLAIMS SURVEY NPS
CLAIMS SURVEY
NPS
Retention Survey
NPS
NPS
Retention Survey
IF YOU HAVE ANY QUESTIONS, FEEL FREE TO CONTACT ANY MEMBER OF TEAM CX!