Broker Satisfaction Survey
Sterling Insurance Case Study
Sterling Insurance Group needed to gather high-quality feedback, from the brokers that sell its products, as to their satisfaction with the products and services provided by the Company.
Sterling Insurance is a major UK insurance group that operates across a number of different market sectors and offers, via a range of intermediaries, a diverse range of products and services to end-users. Sterling's business partners include high street brokers and the UK's leading retail banks and financial institutions.
The Business Requirement
Sterling is committed to providing their customers with competitive and relevant products and services that represent good value for money. A key aim is to provide market leading products and support to their business partners. Although there is good on-going dialogue with brokers, the company felt that it was important to gather feedback in a structured manner. It was also important that the feedback would be objective and that brokers would have the opportunity to provide this in an anonymous way.
The feedback would measure broker satisfaction with the insurance products and services provided by Sterling and would allow the company to assess the performance of a number of commercial and central-services departments that comprised the primary touch-points in the day to day engagement with brokers.
Sterling turned to Sigmer Technologies to provide a full survey solution including survey consultancy, the development and execution of an on-line survey for 1,400 brokers, and the detailed analysis and reporting of the response data.
The Sigmer Solution
Sigmer's considerable experience of delivering and analysing on-line surveys allowed the survey project to move forward rapidly. Sigmer survey experts helped the Sterling Team to develop the various components of the on-line survey including the on-line questionnaire, e-mail invitation and welcome and exit pages.
The design of the on-line questionnaire included branching logic to allow separate questions for personal lines and commercial lines of business and it gathered feedback on a number of performance indicators covering the quality of the commercial services provided - from speed of decision-making through to access to senior management.
Sterling provide a comprehensive range of training courses for their brokers and a key aim of the survey was to gather feedback on a number of aspects of this and other central-services.
Sigmer provided an On-line Report Portal where Sterling project staff could monitor the results in real-time. Sterling asked Sigmer to conduct a detailed analysis of the results and to produce a full report of their findings.
The Result
Sterling received a high response-rate to the survey and obtained valuable and comprehensive feedback from their broker-partners. The full report of the analysis was shared with a number of departments allowing them to assess the quality and effectiveness of the services that they provide. Broker feedback with regard to customer attitudes to the personal and commercial products that are offered has given Sterling objective confirmation that their products are both popular and appropriate.
Sterling were very pleased with the performance, quality and value for money offered by Sigmer Technologies and are now undertaking the survey annually.
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Call 01273 669 710 or e-mail surveys@sigmer.com
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