As you are aware Zurich is committed to continually improving our service to you and your customers. In order to deliver a truly excellent service it is important for us to hear about how customers experience us.
I am delighted to announce that from Tuesday, 30th April we will introduce a programme for measuring customer and distributor satisfaction with Zurich. Using Transactional Net Promoter Score (TNPS,) a globally recognised tool, we will collect feedback over time across our Protection, Savings & Investments and Pensions retail business.
The TNPS programme will enable us to identify areas of opportunity for meaningful change and to drive initiatives to improve service standards.
1. policy issue
The TNPS survey captures the voice of the customer and distributor at critical touch points along the journey with us. We have chosen five touch points to measure:
2. fund switch
3. partial encashment
4. pension maturity
5. risk claim settlement (distributors only)
Customers and distributors who engage with Zurich on the above touch points may be emailed a survey. The survey consists of one key question:
‘How likely are you to recommend Zurich to a friend, family member or colleague.’
On answering this question the respondent will be given the opportunity to answer a number of service related questions. It will only take a couple of minutes to complete the survey.
Customers and distributors who provide Zurich with a low score or a perfect 10 score may be contacted so that we can better understand the reason for their score. The email survey will come from firstname.lastname@example.org with the subject line: ‘Take two minutes to tell us how we’re doing.’
If you receive a survey, I would encourage you to complete it!
If you have any queries regarding our TNPS programme, please do not hesitate to contact myself or your Zurich Broker Consultant.
Thank you for your continued support.