Author: Rod Gibson, 14 April 2006.
An ongoing programme of customer satisfaction surveys by leading
insurance broker Alan Boswell Group has proven once again that the personal touch really counts when it comes to
insurance advice. Here are just a few of the comments customers made:
"Everybody is always very polite and helpful which is the main reason the policy has been taken out."
"Have several policies with you - I recommend you to everyone."
"Really pleased with the service. Superb."
"Always happy with the service, never had any problems."
"Felt as though you dealt perfectly on a 1:1 basis."
"Very good that we can have face-to-face service if needed."
"I am quite confident everything is in good hands."
"Found it very easy and the staff helpful."
"Felt that you couldn't do enough for me."
"Served with a smile."
Asked if they were happy overall with the sales service supplied by their
insurance broker, 99% said "Yes" (OK, we're not quite perfect!) and of those 97% said they were "Very satisfied" and would recommend us to others (many said they already do). 100% were satisfied with "how clearly matters were explained to you by your broker's staff".
Commercial Insurance Director, Chris Gibbs commented: "We thought the last survey results on our
claims service were pretty remarkable but these results are even better. We have some real customer champions out there and we are just so grateful that they keep coming back to us and bring their friends and relatives to us too."
"Price, of course, as well as service, is always important", he added, "and we deliver satisfaction there too", as the following comments show:
"Very happy with your prices."
"Fitted my budget perfectly."
"Prices extremely competitive."
"Pleased with service, policy and premiums."
The survey was conducted over the telephone during March 2006 by an independent firm and involved a random sample of over 150 retail customers who purchased insurance policies during January and February from the Group's personal lines' outlets in
Norwich and
Attleborough and from its specialist
Landlords Insurance Department which operates nationally. "All
insurance brokers are required by the
Financial Services Authority to have some means of measuring whether their customers are being treated fairly." points out Rod Gibson, Group Compliance Manager. "We thought, what better way to do this than to simply ask customers themselves directly?"
And finally... (we couldn't resist including this comment - it made us smile)...
"(Surveyor's name) are you single? I'm very old and would like a date! Ha."
Just this once, I don't think satisfaction was within our gift!
Alan Boswell Insurance Brokers Limited, Alan Boswell Insurance Services Limited and Alan Boswell & Company Limited are authorised and regulated by the
Financial Services Authority.
