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Understanding our clients' needs is at the heart of what we do. We aspire to deliver outstanding client experience; this is why feedback matters so much to us.
'Great personalised service, especially when you have to make a claim.' Retail client, Auckland.
We use Net Promoter Score (NPS) surveys to help us to find out how clients rate our service; this enables us to monitor responses for ongoing improvement.
Our survey is sent to clients from Perceptive, an independent research company, four months prior to insurance renewal and two months after the renewal. This way we can gauge 'how are we doing’ and ‘how did we do’.
Clients are asked: “How likely are you to recommend Crombie Lockwood to a friend or colleague?” The response options range from 0 (not at all likely) to 10 (extremely likely). The responses are then grouped into the following three groups: Detractors, Passives or Promoters.
The NPS score is then calculated by subtracting the percentage of clients who are detractors from the percentage who are promoters. This returns a score between -100 and +100.
NPS is a proven metric used globally to measure client engagement and advocacy.
In 2020 we heard from over 6,000 clients and achieved an overall score of +44, more than three times the New Zealand insurance industry standard score of +12.