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BEST PRACTICE : SOLICITATION OF FEEDBACK

BEST PRACTICE : SOLICITATION OF FEEDBACK. Industry perspective:. Auto purchase? Service industry? (e.g. hotels, doctors) Chain restaurants? Ebay purchase? Insurance industry?. Industry perspective:. Insurance industry? Historically, we haven’t wanted to know. Why solicit feedback?.

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BEST PRACTICE : SOLICITATION OF FEEDBACK

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  1. BEST PRACTICE:SOLICITATION OF FEEDBACK

  2. Industry perspective: • Auto purchase? • Service industry? (e.g. hotels, doctors) • Chain restaurants? • Ebay purchase? • Insurance industry?

  3. Industry perspective: • Insurance industry? Historically, we haven’t wanted to know.

  4. Why solicit feedback? • Best ideas come from the field (?) • Best information comes from those who “live it” • How will you know unless you ask? ? ? ? ? ? ? ? ?

  5. WARNING! WARNING!

  6. If you ask, be prepared to use the results.

  7. If you ask, be prepared to use the results. (If you’re not going to do something with it don’t ask!)

  8. Why solicit feedback? Historically, we haven’t wanted to know. Historically, we weren’t going to do anything about it anyway.

  9. 1. Comment Cards - Customers

  10. 1. Comment Cards a. Customer service critique

  11. 1. Comment Cards • Customer service critique b. Privacy mailing comment card

  12. 1. Comment Cards • Customer service critique • Privacy mailing comment card c. Policy cancellation follow up

  13. 1. Comment Cards Ask the questions, and always leave space for Open Comments, e.g. “What else would you like to tell us?”

  14. 2. Surveys Customers Agents Employees

  15. Customer: Surveys

  16. Customer: Telephone Survey Add-on to current calls.

  17. Customer: Written Survey • Customer attitudes toward the company • Service levels in field • Replacement disclosure • Opinions on sales material – understanding • Policy delivery

  18. Agents: Surveys (hard copy or internet) • Annual vs • Quarterly

  19. Agents: Surveys • b.Quarterly • Advertising • Training needs • Product comments • Ease of working with the company

  20. Agents: Surveys • Annual or Quarterly • Use white space and check boxes! • Appear to be brief! • Offer motivation to complete and submit!

  21. Employees: Survey

  22. Employees: Survey(hard copy or intranet) • Employee satisfaction. • Training they feel lacking. • Suggestions for improvement. • Skill sets for the company (e.g. CPR, languages spoken or written).

  23. Employees: Survey • Employee satisfaction. • Training they feel lacking. • Suggestions for improvement. • Skill sets for the company (e.g. CPR, languages spoken or written). REWARD for COMPLETION

  24. 2. Surveys • Set a base line to measure against annually. • ALWAYS include an Open Comments section, e.g. “What else would you like us to know?”

  25. 3. Input on advertising: Customers, Agents, Employees

  26. 3. Input on advertising Focus groups: Customers

  27. 3. Input on advertising Agents

  28. 3. Input on advertising • Focus groups at regional meetings

  29. 3. Input on advertising • Focus groups at regional meetings • President’s Council

  30. 3. Input on advertising • Focus groups at regional meetings • President’s Council* • Agent Advisory Council* * By telecon or in person

  31. 3. Input on advertising • Focus groups at regional meetings • President’s Council • Agent Advisory Council • Annual Convention

  32. 3. Input on advertising Employees

  33. 3. Input on advertising • Focus group of the non-insurance savvy

  34. 3. Input on advertising • Focus group of the non-insurance savvy • Input by intranet

  35. 3. Input on advertising • Focus group of the non-insurance savvy • Input by intranet • Grandmother / 8th grader test

  36. 4. Training feedback

  37. 4. Training feedback • Include: • Ratings specific to presentation and presenter

  38. 4. Training feedback • Include: • Ratings specific to presentation and presenter. • What additional training is wanted.

  39. 4. Training feedback • Include: • Ratings specific to presentation and presenter. • What additional training is wanted. • OPEN COMMENTS section.

  40. 4. Training feedback Good practice: Always require training feedback!

  41. 4. Training feedback • Best Practice: • Collect information systematically, • Assign review responsibility, and • Improve or add training in response to the feedback.

  42. Training feedback: Follow Up

  43. Training feedback:Follow Up • 3 – 6 Weeks after Training • Ask about applicability • Ask about adequacy of initial Training • Ask about need for additional training • Open Comments section!

  44. 5. Feedback on Problems

  45. Problems of Customers Complaint Form

  46. Complaint form for Customers • Gets all the information you need. • Asks “What can we do to make you happy?”

  47. Problems of Agents Trust relationship between agency managers and compliance = “early warning system”.

  48. Problems of Agents • Company culture • Provides a safe method of reporting • Rewards the behavior they want to encourage • Makes an example of them – a GOOD one!

  49. 6. Suggestion “Box”

  50. 6. Suggestion Box • Get commitment of management before asking for input from employees.

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