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Customer Satisfaction Survey

We are always seeking ways to improve on our products and services and we sent out a customer satisfaction survey to 700 brokers in May. We were over the moon with the feedback we received and it has spurred us on to work even harder for our brokers and their clients.

We achieved a Net Promoter Score of 38 (compared with the New Zealand Insurance average NPS score of 11).

98% said the quality of our service is Extremely Good or Good

97% said the quality of our products are Extremely Good or Good

97% said our policy issuance is Extremely Good or Good.

97% of brokers who used our claims service said it is Extremely Good or Good.

90% said we are Extremely Useful or Very Useful at helping to solve problems and find solutions.

94% said our response times are Extremely Good or Good.

75% of brokers who are aware of our White Papers said they are Extremely Useful or Very Useful.

57% of brokers who are aware of our Pre-loss Services for Cyber Risk Management said they are Extremely Useful or Very Useful.

We also appreciated all the useful feedback you provided us with. Over half our respondents were interested in more of our Webcasts so we will be working on a range of topics over the next few months for you. We will also be featuring some of the more interesting claims scenarios we have dealt with over the years.

Thanks for all your support and we look forward to assisting you in the future.

 

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