Paymentshield is providing above average levels of service, according to its latest broker survey carried out in partnership with the Institute of Customer Service (ISC).
The research was conducted to identify satisfaction levels amongst advisers. The results from this survey were then benchmarked against customer responses from other leading organisations to determine Paymentshield’s position in the insurance market.
The Institute of Customer Service use metrics such as Net Promoter Score (NPS) to measure the willingness of a customer to recommend a company’s product or service and Customer Effort Score (CES) to measure how much effort a customer puts into the interaction; it is thought that by reducing a customer’s ‘effort’, service organisations can create more loyal customers.
When it came to Net Promoter Score, Customer Effort Score and overall satisfaction, Paymentshield outperformed average scores for all UK sectors, including insurance.
Consumer research conducted by the UK customer satisfaction index (UKSCI), found that the average UK customer satisfaction score within the insurance sector fell at 79.4, whereas Paymentshield’s satisfaction levels amongst advisers scored 85.
When benchmarked against other B2B companies, Paymentshield ranked above average on all questions relating to customer satisfaction such as ‘handling of enquiries’ and ‘ease of business’.
‘Efficient’, ‘friendly’, and ‘professional’ were just a few of the terms used to describe Paymentshield by brokers.
In addition, Paymentshield’s NPS score was over 200% higher than the average within the insurance market.
Rob Evans (pictured), Paymentshield managing director, said: “We are extremely proud to have received such positive feedback from our advisers. We place broker satisfaction at the heart of our business and aim to deliver the best service we possibly can – the results are testament to the team’s hard work. We are fully committed to supporting our advisers and creating the ideal proposition for them.
“Here at Paymentshield, our purpose is to protect what matters most to people. We can only achieve this if advisers are confident and equipped to quote GI for all clients, which is why we’re so dedicated to providing them with a top class service. We consider brokers to be part of our extended team, so it’s crucial that they feel valued.”
