Knowing what your customers think of your carrier organization is critical, but there’s a larger distribution network, including agents, brokers and producers, that represents your brand via their interactions with policyholders. (Credit: lenetsnikolai/Adobe Stock) Knowing what your customers think of your carrier organization is critical, but there’s a larger distribution network, including agents, brokers and producers, that represents your brand via their interactions with policyholders. (Credit: lenetsnikolai/Adobe Stock)

Carriers know the customer experience is everything. This is followed closely by price, and as a carrier, you often compete on price. But if you’re not consistently delivering a great customer experience, your customers will find a carrier who does, even if your prices are lower.

This is why carriers regularly survey policyholders after they interact directly with the carrier, i.e., after a claim has been resolved, when policyholders renew or leave, etc. Many carriers opt for the net promoter score (NPS) survey, which asks how likely the recipient is to recommend the carrier to friends or family to determine if policyholders are a promoter, passive or detractor.

Want to continue reading?
Become a Free
PropertyCasualty360 Digital Reader.

INCLUDED IN A DIGITAL MEMBERSHIP:

  • All PropertyCasualty360.com news coverage, best practices, and in-depth analysis.
  • Educational webcasts, resources from industry leaders, and informative newsletters.
  • Other award-winning websites including BenefitsPRO.com and ThinkAdvisor.com.

Already have an account?


NOT FOR REPRINT

© 2023 ALM Global, LLC, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more information visit Asset & Logo Licensing.

 

PropertyCasualty360

Join PropertyCasualty360

Don’t miss crucial news and insights you need to make informed decisions for your P&C insurance business. Join PropertyCasualty360.com now!

  • Unlimited access to PropertyCasualty360.com - your roadmap to thriving in a disrupted environment
  • Access to other award-winning ALM websites including BenefitsPRO.com, ThinkAdvisor.com and Law.com
  • Exclusive discounts on PropertyCasualty360, National Underwriter, Claims and ALM events

Already have an account? Sign In Now
Join PropertyCasualty360

Copyright © 2023 ALM Global, LLC. All Rights Reserved.