GRP recently emailed over 80,000 commercial broking clients to gain feedback from them on our broking business’ performance using data taken from GRP’s central Data Warehouse.
Over 5% of those emailed (4,683) completed the survey, which is a very good response rate.
The first question on the survey relates to the Net Promoter Score (NPS) which is a standard customer experience measure used across all industries. There is a standard scoring calculation giving an NPS range of -100 to +100, a “positive” score or NPS above 0 is considered “good”, over 50 is “Excellent”.
The overall score for GRP brokers is 57.5 which is a result we can feel very proud of!
Some highlights of the report include:
Mike Bruce, GRP Group MD commented:
“Everyone in the Retail Broking Division should feel proud of the feedback provided in this survey – it is great to see that the hard work which goes on across the country in GRP broker offices is appreciated by our clients.
The results at broker level have now been shared with business MDs, along with detailed client response data and comments – this gives us a great opportunity to modify our services to deliver more of what clients have told us they want.
I want each business to contact every client who expressed dissatisfaction so that we can proactively resolve their issues, and that all “promoters” who said they would be happy to recommend us are contacted for referrals or to provide testimonials”