Q 1 Q 1
52.87
BELOW EXPECTATIONS
60 ANTIGUA AND BARBUDA
DOMINICA ST LUCIA
EXCEED EXPECTATIONS
50
BELOW EXPECTATIONS
SERVICE. - RETENTION SURVEY
THE SERVICE WAS GOOD BECAUSE HELPFUL AND ACCOMMODATIN
“THE INSURANCE RATES WERE INCREASED AND SAGICOR DID NOT NOTIFY/INFORM THEIR CUSTOMERS. THIS IS HIGHLY UNFAIR AND DISRESPECTFUL. THERE SHOULD BE BETTER COMMUNICATION BETWEEN SAGICOR AND THEIR CUSTOMERS.”
RETENTION SURVEY
“ BE MORE EFFICIENT AND RESPONSIVE. ALSO SHOW MORE CARE AND CONCERN TO THE CUSTOMERS. THE REP/CLAIMS OFFICER BEHAVED LIKE SHE DIDN'T CARE ABOUT THE CLAIM AT ALL. THIS TREATMENT TOWARDS THE CUSTOMER IS HIGHLY UNACCEPTABLE..”
CLAIMS SURVEY
"NOTIFY CLIENTS WHEN THERE IS A CHANGE IN AGENTS."
RETENTION SURVEY
“FOLLOW-UP WITH THE CUSTOMER.”
CLAIMS SURVEY
77% of customers feel happy after conducting business with SGI.
Customer satisfaction averages 8.8
93% of customers are aware of payment by instalment plans.
The top three reasons customers chose us are; reputation , referrals and our customer service.
81.5
81.5 18.5 0 PROMOTERS PASSIVES DETRACTORS
The new business survey measures the satisfaction levels of clients who purchased a policy within the month under review.appy a h SGI.
72% of customers are aware of payment by instalment plans. The top two reasons customers chose us are; reputation and referrals.
20 0 PROMOTERS PASSIVES DETRACTORS
89% of customers felt happy after conducting business with SGI.
Customer satisfaction averages 9.2.
Dominica is the only EC territory where 11% of new business customers were unhappy after doing business with us.
88.9 0 11.1 PROMOTERS PASSIVES DETRACTORS The
The top reason customers chose us is our customer service.
77.8
The claims survey measures the satisfaction levels of clients whose claims were opened and or closed within the period under review.
54.5
72.7 9.1 18.2 PROMOTERS PASSIVES DETRACTORS
55% of customers felt happy during the claims process with SGI.
Customer Satisfaction averages 7.4. It was lowest for “time taken to resolve the claim.”
Customer Effort Score was 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.
PROMOTERS PASSIVES DETRACTORS
50% of customers felt happy during the claims process with SGI.
Customer Satisfaction averages 9.3. 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.
s felt happy after iness with SGI. rvice contributed omer’s feelings. mer satisfaction score is 8.1.
68% of customers prefer to pay in branch. They like being face-to-face and find it convenient.
92% of those surveyed received their renewal notices on time. Most customers renewed because of customer service and price.
36.7
44.9 46.9 8.2 PROMOTERS PASSIVES DETRACTORS
The retention survey measures the satisfaction levels of clients whose renewal is upcoming.
56% 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 8.1.
70% of customers prefer to pay in branch. They like being face-to-face and find it convenient.
88% of those surveyed received their renewal notices on time. Most customers renewed because of reputation and price.
30.6
44.9 40.8 14.3 PROMOTERS PASSIVES DETRACTORS
The retention survey measures the satisfaction levels of clients whose renewal is upcoming.
67% 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 8.3
100% of those surveyed received their renewal notices on time.
Most customers renewed because of reputation, customer service and price.
33.3
33.3 66.7 0 PROMOTERS PASSIVES DETRACTORS
The
100% of those surveyed thought th SGI’s service is on par with or bette than other insurance companies.
75% of respondents are confident in the SGI brand.
Average satisfaction scores are 8.4.
SGI is top of mind for 75% of respondents. Policy documents are also perceived to be on time 67% of the time
PROMOTERS PASSIVES DETRACTORS
40
*The NPS question contains responses from only broker representatives.
