Client Satisfaction Survey - Bluefin Group
Client Satisfaction Survey
Presentation to the Royal Yachting Association June 2012
Why did we conduct a client survey? • To measure the level of satisfaction clients have in our service • To explore our relationship with our existing clients • To help identify our key strengths and any weaknesses • To understand how our customers rate us on performance, knowledge and the advice that we give • To listen to our customers and to act on their feedback to drive improvements within the business
Who did we write to? • Existing clients of Bishop Skinner with an active policy and email address
A summary of our initial responses • Survey sent 17 May 2012 • Net surveys sent 5808 • Surveys opened 2097 (36%) • Completed surveys 807 (39%) Note: Based on all responses between 17/05/12 - 08/06/12
An overview of the key questions asked and the results of each one
The Royal Yachting Association
What is your overall satisfaction rating with Bishop Skinner?
Very Satisfied Satisfied
1%
98% of clients were satisfied or
very satisfied with Bishop Skinner
Summary
Dissatisfied
1%
Very Dissatisfied
34% 64%
When considering our entire proposition clients are very happy with Bishop Skinner.
How satisfied are you that our staff are knowledgeable about the services we offer?
95% of clients are satisfied or very
satisfied that our staff are knowledgeable about the services we offer
Summary
Very Satisfied Satisfied Dissatisfied
1% 4%
Very Dissatisfied
35% 60%
We take great care to ensure that our staff are well trained and are able to recommend the most suitable products and services to meet our client’s insurance needs.
How responsive we are
Very Satisfied Satisfied
1%
Dissatisfied
1%
Very Dissatisfied
98% of clients were satisfied or
very satisfied that we can respond to their insurance needs quickly whether by phone, email or web
Summary
37% 61%
In order to meet the ever more demanding requirements of the consumer we offer a number of ways a client can communicate with us and understand they will expect a quick response.
Do we give good advice?
Very Satisfied Satisfied
1%
98% of clients who experienced
our advice were satisfied or very satisfied with the service that we provide them
Summary
Dissatisfied
1%
Very Dissatisfied
44% 54%
We work hard to make sure that the advice that we give is accurate, technically correct and is relevant for each client’s individual circumstances.
Our understanding of your needs
Very Satisfied Satisfied Dissatisfied
2% 1%
Very Dissatisfied
97% of clients were satisfied or
very satisfied that we understand their needs and objectives and act accordingly to ensure insurance cover is reflective of this
Summary
42% 55%
We take great care to ensure that our staff are well trained and are able to recommend the most suitable products and services to meet our clients’ insurance needs.
How likely are you to remain a customer of Bishop Skinner?
Very Likely Likely
1%
98% of clients are likely or are very
likely to remain a client of Bishop Skinner
Summary
Unlikely
1%
Very Unlikely
28% 70%
Client retention has a big financial impact for Bishop Skinner and the RYA, such a high figure is indicative of our competitiveness in the market and the services we offer to our clients.
If you had to make a claim, how satisfied were you with the process and outcome
96% of clients who responded
were satisfied or very satisfied with the outcome of their claims experience with Bishop Skinner
Summary
Very Satisfied Satisfied Dissatisfied
2% 2%
Very Dissatisfied
20%
76%
The test of any insurance policy and broker is the claims service, such a high score reflects our commitment to our clients that we work hard to resolve claims quickly.
Website - Layout and design
Excellent Good Neutral
0%
85% of clients who responded indicated
15%
Poor
16%
that the layout of the website was excellent or good
69%
Summary
The refreshed website was launched in November 2011 and continues to be reviewed for improvements to help make navigation easier for those who use it.
Ease of use
Excellent Good Neutral
2%
83% of respondents who have
15%
Poor
19%
experienced the website rated it as excellent or good for its ease of use 64%
Summary
We will continue to look for ways to enhance the site to make it easier for individuals to use.
Usefulness of information available on the site
Excellent Good Neutral
1%
83% of clients who responded thought
16%
Poor
19%
the information contained on the website was excellent or good
64%
Summary
We aim to add more content to the site which is meaningful, easy to understand and most of all useful for clients and prospective clients who use the web.
How likely are you to recommend Bishop Skinner to a friend or colleague?
98% of clients would recommend
Bishop Skinner to a friend or colleague
Summary
Very Likely Likely Unlikely
1% 1%
Very Unlikely
29% 69%
In our experience clients do not recommend services to friends or colleagues lightly. The fact that 98% of our clients would recommend Bishop Skinner is reflective of our on-going commitment to service, competitiveness and our reputation in the market.
A summary of the findings from the client survey Positives Overall our clients seem to be generally very happy with the service which we provide to them. In particular we have scored highly on overall satisfaction, the advice we give, our knowledge, responsiveness, claims process and more significantly that our clients would recommend us to a friend or colleague and also are likely to remain clients of Bishop Skinner.
Areas for Improvement The survey has also shown us that there are areas where we can make improvements, it is clear that we need to communicate with our clients a little more, we are attempting to address this with regular e-bulletins which offer practical tips and advice to help keep in touch before during and after renewal. We also committed to improving the quality of our cover, convenience and service for our clients.
continued...
A summary of the findings from the client survey Website A high proportion of clients have little experience of our website and we are working hard to improve this. The site needs to be more visible for our clients and should be highlighted more in all of our marketing literature and our email bulletins to clients more clearly.
SEO Campaign We have recently instigated an SEO campaign to help us achieve higher positions on Google for key words related to marine insurance to help us improve our visibility for those looking to insure their vessels.
A selection of comments from clients following the survey
The Royal Yachting Association
“ All contact with your company has been exceptional. Your staff are friendly and helpful and come across as wanting to help and understand your needs ” “ As you will see my view of Bishop Skinner is extremely good. I have used the company for many years and have never seriously considered changing. I have from time to time checked that the premium is competitive, but it is beyond doubt the service that keeps me coming back ” “ Best service I have been able to find for international ocean cruising ” “ Great to be able to talk to someone I can understand and someone who has excellent knowledge of the product and the area that I sail in. Immediate response to questions asked and nothing seems to much trouble for your staff, that’s why I am still insuring my boat with you ”
continued...
“ Had to make a claim recently and was absolutely amazed at how helpful staff and Bishop Skinner were, they are an insurance broker after all. I actually wrote to the RYA and thanked them for recommending Bishop Skinner ” “ I had to make a claim on the policy within the first twelve months of taking it out. Although the circumstances were no fault of mine ( an electrical problem) the claim was handled without delay and repairs were put in hand with no loss of sailing time. I was very impressed ” “ I have always had first class service from very polite staff, it has always been a pleasure to talk to them and they have always been very helpful and efficient. When I had to make a claim, it has been dealt with very quickly and I have not been made to feel foolish. I recommend your services whenever I am asked who I insure with ”
continued...
“ My experience with Bishop Skinner is such that I repeatedly recommend them to sailing colleagues (even to a friend today) The phone is answered immediately by someone with knowledge and the claims advisors endeavour to see if there is a way to help rather than try to make things difficult. They try to get the boat on the water and solve the immediate problem before any bureaucracy interferes. Simply brilliant staffing and attitudes ” “ My insurance is certainly not the cheapest but I believe it ranks as one of the best. I am sceptical of professional bodies providing recommendations for associated services. Nevertheless The RYA recommending Bishop Skinner was fully justified. I had a recent claim and was fully satisfied with the claims procedures, loss adjustor and nominated surveyor who kept me fully informed as to the financial and work progress throughout the repair period. I have no hesitation in recommending Bishop Skinner Marine ”
continued...
“ The marine insurance offers a very good package for me as a Jersey resident. By using Bishop Skinner for my insurance I have a much broader cover throughout the Channel Islands and the UK than that offered as the standard package locally. Although price is not at the top of my list the offer is competitive ” “ Having purchased cover online for my yacht the need to then fill in a proposal form by hand and submit by snail mail seem a bit last century and wasn’t a requirement when I previously purchased cover elsewhere. Your price, prompt, responsive and polite service by phone and RYA affiliation swung it in your favour though ”
Presentation to the Royal Yachting Association June 2012
Why did we conduct a client survey? • To measure the level of satisfaction clients have in our service • To explore our relationship with our existing clients • To help identify our key strengths and any weaknesses • To understand how our customers rate us on performance, knowledge and the advice that we give • To listen to our customers and to act on their feedback to drive improvements within the business
Who did we write to? • Existing clients of Bishop Skinner with an active policy and email address
A summary of our initial responses • Survey sent 17 May 2012 • Net surveys sent 5808 • Surveys opened 2097 (36%) • Completed surveys 807 (39%) Note: Based on all responses between 17/05/12 - 08/06/12
An overview of the key questions asked and the results of each one
The Royal Yachting Association
What is your overall satisfaction rating with Bishop Skinner?
Very Satisfied Satisfied
1%
98% of clients were satisfied or
very satisfied with Bishop Skinner
Summary
Dissatisfied
1%
Very Dissatisfied
34% 64%
When considering our entire proposition clients are very happy with Bishop Skinner.
How satisfied are you that our staff are knowledgeable about the services we offer?
95% of clients are satisfied or very
satisfied that our staff are knowledgeable about the services we offer
Summary
Very Satisfied Satisfied Dissatisfied
1% 4%
Very Dissatisfied
35% 60%
We take great care to ensure that our staff are well trained and are able to recommend the most suitable products and services to meet our client’s insurance needs.
How responsive we are
Very Satisfied Satisfied
1%
Dissatisfied
1%
Very Dissatisfied
98% of clients were satisfied or
very satisfied that we can respond to their insurance needs quickly whether by phone, email or web
Summary
37% 61%
In order to meet the ever more demanding requirements of the consumer we offer a number of ways a client can communicate with us and understand they will expect a quick response.
Do we give good advice?
Very Satisfied Satisfied
1%
98% of clients who experienced
our advice were satisfied or very satisfied with the service that we provide them
Summary
Dissatisfied
1%
Very Dissatisfied
44% 54%
We work hard to make sure that the advice that we give is accurate, technically correct and is relevant for each client’s individual circumstances.
Our understanding of your needs
Very Satisfied Satisfied Dissatisfied
2% 1%
Very Dissatisfied
97% of clients were satisfied or
very satisfied that we understand their needs and objectives and act accordingly to ensure insurance cover is reflective of this
Summary
42% 55%
We take great care to ensure that our staff are well trained and are able to recommend the most suitable products and services to meet our clients’ insurance needs.
How likely are you to remain a customer of Bishop Skinner?
Very Likely Likely
1%
98% of clients are likely or are very
likely to remain a client of Bishop Skinner
Summary
Unlikely
1%
Very Unlikely
28% 70%
Client retention has a big financial impact for Bishop Skinner and the RYA, such a high figure is indicative of our competitiveness in the market and the services we offer to our clients.
If you had to make a claim, how satisfied were you with the process and outcome
96% of clients who responded
were satisfied or very satisfied with the outcome of their claims experience with Bishop Skinner
Summary
Very Satisfied Satisfied Dissatisfied
2% 2%
Very Dissatisfied
20%
76%
The test of any insurance policy and broker is the claims service, such a high score reflects our commitment to our clients that we work hard to resolve claims quickly.
Website - Layout and design
Excellent Good Neutral
0%
85% of clients who responded indicated
15%
Poor
16%
that the layout of the website was excellent or good
69%
Summary
The refreshed website was launched in November 2011 and continues to be reviewed for improvements to help make navigation easier for those who use it.
Ease of use
Excellent Good Neutral
2%
83% of respondents who have
15%
Poor
19%
experienced the website rated it as excellent or good for its ease of use 64%
Summary
We will continue to look for ways to enhance the site to make it easier for individuals to use.
Usefulness of information available on the site
Excellent Good Neutral
1%
83% of clients who responded thought
16%
Poor
19%
the information contained on the website was excellent or good
64%
Summary
We aim to add more content to the site which is meaningful, easy to understand and most of all useful for clients and prospective clients who use the web.
How likely are you to recommend Bishop Skinner to a friend or colleague?
98% of clients would recommend
Bishop Skinner to a friend or colleague
Summary
Very Likely Likely Unlikely
1% 1%
Very Unlikely
29% 69%
In our experience clients do not recommend services to friends or colleagues lightly. The fact that 98% of our clients would recommend Bishop Skinner is reflective of our on-going commitment to service, competitiveness and our reputation in the market.
A summary of the findings from the client survey Positives Overall our clients seem to be generally very happy with the service which we provide to them. In particular we have scored highly on overall satisfaction, the advice we give, our knowledge, responsiveness, claims process and more significantly that our clients would recommend us to a friend or colleague and also are likely to remain clients of Bishop Skinner.
Areas for Improvement The survey has also shown us that there are areas where we can make improvements, it is clear that we need to communicate with our clients a little more, we are attempting to address this with regular e-bulletins which offer practical tips and advice to help keep in touch before during and after renewal. We also committed to improving the quality of our cover, convenience and service for our clients.
continued...
A summary of the findings from the client survey Website A high proportion of clients have little experience of our website and we are working hard to improve this. The site needs to be more visible for our clients and should be highlighted more in all of our marketing literature and our email bulletins to clients more clearly.
SEO Campaign We have recently instigated an SEO campaign to help us achieve higher positions on Google for key words related to marine insurance to help us improve our visibility for those looking to insure their vessels.
A selection of comments from clients following the survey
The Royal Yachting Association
“ All contact with your company has been exceptional. Your staff are friendly and helpful and come across as wanting to help and understand your needs ” “ As you will see my view of Bishop Skinner is extremely good. I have used the company for many years and have never seriously considered changing. I have from time to time checked that the premium is competitive, but it is beyond doubt the service that keeps me coming back ” “ Best service I have been able to find for international ocean cruising ” “ Great to be able to talk to someone I can understand and someone who has excellent knowledge of the product and the area that I sail in. Immediate response to questions asked and nothing seems to much trouble for your staff, that’s why I am still insuring my boat with you ”
continued...
“ Had to make a claim recently and was absolutely amazed at how helpful staff and Bishop Skinner were, they are an insurance broker after all. I actually wrote to the RYA and thanked them for recommending Bishop Skinner ” “ I had to make a claim on the policy within the first twelve months of taking it out. Although the circumstances were no fault of mine ( an electrical problem) the claim was handled without delay and repairs were put in hand with no loss of sailing time. I was very impressed ” “ I have always had first class service from very polite staff, it has always been a pleasure to talk to them and they have always been very helpful and efficient. When I had to make a claim, it has been dealt with very quickly and I have not been made to feel foolish. I recommend your services whenever I am asked who I insure with ”
continued...
“ My experience with Bishop Skinner is such that I repeatedly recommend them to sailing colleagues (even to a friend today) The phone is answered immediately by someone with knowledge and the claims advisors endeavour to see if there is a way to help rather than try to make things difficult. They try to get the boat on the water and solve the immediate problem before any bureaucracy interferes. Simply brilliant staffing and attitudes ” “ My insurance is certainly not the cheapest but I believe it ranks as one of the best. I am sceptical of professional bodies providing recommendations for associated services. Nevertheless The RYA recommending Bishop Skinner was fully justified. I had a recent claim and was fully satisfied with the claims procedures, loss adjustor and nominated surveyor who kept me fully informed as to the financial and work progress throughout the repair period. I have no hesitation in recommending Bishop Skinner Marine ”
continued...
“ The marine insurance offers a very good package for me as a Jersey resident. By using Bishop Skinner for my insurance I have a much broader cover throughout the Channel Islands and the UK than that offered as the standard package locally. Although price is not at the top of my list the offer is competitive ” “ Having purchased cover online for my yacht the need to then fill in a proposal form by hand and submit by snail mail seem a bit last century and wasn’t a requirement when I previously purchased cover elsewhere. Your price, prompt, responsive and polite service by phone and RYA affiliation swung it in your favour though ”
