GRP brokers achieve “excellent” Net Promoter Score of 64.9 in customer survey
GRP Retail Division recently completed its third annual customer satisfaction survey, emailing over 80,000 commercial broking customers in order to better understand their priorities, and establish how their broker is performing against these. The feedback will be used to guide investment, and focus on improvement.
The survey response at over 8% showed a good level of customer engagement, and the “Net Promoter Score” (NPS) was 64.9. NPS is an internationally recognised customer satisfaction benchmark with scores above 0 considered “good”, and over 50 “excellent”. This year’s score is a 7.4% improvement on the last survey result.
Mike Bruce GRP CEO said:
“We are extremely grateful to everyone who took the time to complete the survey. I was delighted to see that despite the hard market where customers have faced increasing costs of insurance, we were able to deliver an improvement in customer satisfaction compared to what was already a high benchmark set last year”
“Objective feedback is an important driver of GRP’s strategy and management focus, and this year’s survey response was particularly enlightening in that even in the difficult economic environment, customers have told us that along-side competitive pricing, traditional broking values of professionalism and personal relationships remain vital.”
“The survey results also support our continued investment in technology, creating efficiencies to make it easy for customers to do business with us, and freeing up our colleagues from administration so they can focus on delivering the expert advice and service which our customers value”