We value your thoughts – the results are in!

Ops SurveyYour love affair with our Operations Teams continues. From 20 – 24 November we carried out a telephone survey across Personal Operations, Specialist Commercial Motor, Commercial Motor Operations and Commercial Package Operations to find out what you think of our service.

Ops minigraphic99% of you were happy!

We’re dedicated to delivering the best service we can for you and pleasingly this really reflects in our latest results. Based on your feedback, 98% of you said that your query was resolved effectively. 96% told us we’re meeting our goal of being ‘easy to do business with’ and 99% said you were happy with the service they received. In 2017, there have been a number of steps we’ve taken to improve customer service, including:

  • Achieving the Institute of Customer Service(ICS) ServiceMark Accreditation
  • Shifting towards more automation and self-serve, this shows how important the combination of technology and people is to helping you
  • Simplifying our service proposition following direct feedback from you.

The consistency we’ve shown in quality of service is something we’re proud of and will continue to strive for. We aim to make your encounters with us as seamless and supportive as possible. By listening to our brokers, we’ve been able to keep you happy and at the heart of our customer service approach.

A big thanks for your feedback – it really helps us understand what we need to do to stand out from the crowd!

Categories: Commercial Lines, Personal Lines

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