Survey feedback from over 4,600 GRP clients rates GRP brokers as “Excellent”

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:

• When asked about the most important factor in choosing their insurance broker, respondents said they valued the professionalism of the person they deal with most strongly, followed by lowest price, then ease and convenience of placing insurance.
• Respondents who are looked after by a named account executive generate a higher satisfaction score - NPS 59.9 than those who are serviced by a small business unit 52.1 (still an excellent score!).
• Respondents who have purchased more policies rate their broker higher than those with fewer policies – so clients buying three or more policies have an NPS of 62.5 compared to 55.5 for those with one policy.

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”