Tennyson Insurance Customer Satisfaction

Our objective is to be the best insurance company for organisations which support society. We can only achieve this through providing great service and building our reputation as an organisation which goes out of its way to understand its customers and meet their needs. In order to gauge how we are getting on, we have invested in a web-based research tool which allows us to send short surveys to our

customers in order to get their feedback.

Our surveys are short and they address the key issues:

1. Did we take the time to understand your organisation?
2. Was our proposal clear and easy to understand?
3. On a scale of 1 – 10 how would you rate our service?
4. Would you recommend us to other organisations?

We sent out 758 surveys last year and we received 260 replies, which is a fantastic 34% response rate. It means that over 20% of our customers have sent back a response. We think the results are great:

• 99.6% respondents said that we have taken the time to understand their organisation and their needs.
• 96% respondents said that our proposal was clear and easy to understand.
• 96% said they would recommend us to another organisation.
• 92% scored us at 8,9 or 10 out of 10 for service.

They made some really nice comments∗ as well, so all in all, we are pleased with the service we have provided in our first year. We intend to build on this in 2010.

“Helpful, Informative, courteous and efficient. Marvellous.”

“I have been consistently impressed with the Tennyson people who have worked with me. They are clear, they understand my agenda and they are efficient - a far cry from the 'service' I used to receive from my previous insurer.”

“Thank you for providing a good, efficient, and pro-active service and for understanding our needs”

“Great, friendly staff that listened to me and dealt well with the complexity of what I needed. Thanks.”