From 24 September to 5 October we carried out a telephone survey of our brokers covering Personal and Commercial Lines to find out what you think of our service.
We’re dedicated to delivering the best service we can for you and pleasingly this really reflects in our latest results. Based on feedback from 485 participants, 99% of you said that your query was resolved effectively. 93% told us we’re meeting our goal of being ‘easy to do business with’ and 98% said you were happy with the service that you received. We’ve taken a number of steps to improve customer service, including:
- Achieving the Institute of Customer Service (ICS) ServiceMark Accreditation
- Simplifying our service proposition following direct feedback from you
We’re glad to have been of help to you! Consistently delivering a quality of service is something that we’re proud of and is really important to us. Rest assured we are continually looking at how we can make trading with us as simple and seamless as possible. Over the coming weeks we are running a number of regional Broker Roadshows as well as undertaking broker visits with the aim of better understanding the service requirements of brokers in the future.
A big thanks for all your feedback.