Knowing what your customers think of your carrier organization is critical, but there's a larger distribution network, including agents, brokers and producers, that represents your brand via their interactions with policyholders. (Credit: lenetsnikolai/Adobe Stock)
Carriers know the customer experience is everything. This is followed closely by price, and as a carrier, you often compete on price. But if you're not consistently delivering a great customer experience, your customers will find a carrier who does, even if your prices are lower.
This is why carriers regularly survey policyholders after they interact directly with the carrier, i.e., after a claim has been resolved, when policyholders renew or leave, etc. Many carriers opt for the net promoter score (NPS) survey, which asks how likely the recipient is to recommend the carrier to friends or family to determine if policyholders are a promoter, passive or detractor.
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