CUSTOMER SATISFACTION. Survey 2014

Size: px

Start display at page:

Download "CUSTOMER SATISFACTION. Survey 2014"

Michael Mitchell
5 years ago
Views:

1 CUSTOMER SATISFACTION Survey 2014

2 INTRODUCTION The TT Club is the leading provider of insurance and related risk management services to the international transport and logistics industry. This position has been built on a platform of providing the highest levels of customer service and expertise to Members and their brokers. The service is delivered internationally, through a global network of offices with a dedicated presence in twenty countries. Key to constantly delivering service in line with the ever changing needs of Members and their brokers is understanding what the Club does well and what it could do better. The bi-annual customer satisfaction survey provides a formal and important feedback opportunity, which enables the Club to assess its service performance and assess its customers changing requirements. This approach helps to explain the Club s excellent retention rate of around 95% with some customers being insured with the Club for over thirty years. An extensive study across three regions A total of two hundred and seventy four interviews were conducted across three regions via an online survey.

3 TT CLUB The TT Club specialises in the insurance of liabilities and equipment for multimodal operators. Customers range from some of the world s largest shipping lines, busiest ports, freight forwarders and cargo handling terminals, to companies operating a handful of vehicles. 800 Over 800 Members across 150 countries makes TT Club a truly global business. With so many different categories of customer around the world, the Club has learned to work closely with Members and brokers to tailor insurance packages that meet individual needs. 80 % A-(EXCELLENT) The Club insures 80% of the world s containers and 30% of the ports. The Club is financially stable and secure and has for the last eight years held AM Best s A- (Excellent) rating.

4 SURVEY HIGHLIGHTS Customer satisfaction with all aspects of the service they receive from TT Club has increased from a mean score of 7.94 in 2012 to 8.40 in The Clubs excellent performance is reflected across all regions by the percentage of respondents who rated the Club highly i.e. gave a score of 8, 9 or 10. Your staff are excellent, both in underwriting and claims handling. Your premiums are reasonable. I can t really think of another organisation we deal with where quality is so consistently high. Well done! 81 % Of respondents are highly satisfied with all aspects of the Club s service. 84 % The percentage of Members and brokers who rate the Club highly in terms of the benefits they receive from the Club s extensive and specialist industry knowledge. 77 % Feel the level of service they receive is usually or always better then they receive from other insurance providers. 81 % Are highly satisfied with the Club s underwriting performance. 76 % Are highly satisfied with TT Club s claims management performance. 85 % Feel the Club always meets or exceeds the standards set out in the Club s service commitment.

5 WHAT HAS THE GREATEST IMPACT ON CUSTOMER SATISFACTION? Respondents were asked to think of aspects that may influence their choice of insurance provider and to indicate how well TT Club performs against them, based on a scale of Issues in order of importance Members Brokers 1 Meets my requirements for staying in contact with me Provides straightforward and easy to understand solutions Is committed to paying claims, not avoiding them Provides seamless underwriting, claims and loss prevention Always acts with fairness and integrity Is an invaluable source of advice on industry issues and developments Acts in the best interests of its Members Extensive and specialist knowledge and experience Level of local presence and services delivery to meet your needs

6 SUMMARY The Club is performing very well against customers expectations: Still room for improvement Respondents told us: 01 Satisfaction has increased in all stakeholder groups. 01 The Club needs to ensure underwriting continues to be competitive and is regularly benchmarked against comparable market norms. 02 Stakeholders feel the Club is performing very well compared to other insurers in the market. 02 To ensure speed of underwriting decisions and ensure they are communicated effectively and efficiently. 03 Overall satisfaction with underwriting and claims management is high. 03 Increase the speed of claims decisions and reimbursements. 04 TT Club s claims management continues to outperform other insurers. 04 Raise awareness of the Club s Service Commitment and communicate how it will be delivered. 05 The Club s greatest strength is it s people, whose knowledge is respected and valued. 05 Continue to develop presence in growth markets and build expertise in local procedures.

7 LISTENING TO YOU TT Club strives to maintain the high standards that our customers have become accustomed to; the customer satisfaction survey is an integral part of the Club s commitment to Members and their brokers. Have your say The Club would like to thank everyone who participated in the 2014 survey. If you were unable to participate and would like to share your views you can do so by contacting Tally Judge, tally.judge@thomasmiller.com. For more information about TT Club, visit

8 London 90 Fenchurch Street London EC3M 4ST United Kingdom T +44 (0) F +44 (0) New Jersey Harborside Financial Center Plaza Five, Suite 2710 Jersey City NJ USA T F Hong Kong Sino Plaza Gloucester Road Causeway Bay Hong Kong T F Sydney Suite 1001, Level York Street Sydney NSW 2000 Australia T +61 (0) F +61 (0) Singapore 61 Robinson Road #12-02 Robinson Centre Singapore Republic of Singapore T F TT Club Network Antwerp T F Auckland T F Barcelona T F Buenos Aires T /09 F Dubai T F Durban T F Genoa T F Hamburg T F Manila T F Moscow T F Mumbai T F San Francisco T F Seoul T F Shanghai T F Taipei T F Tokyo T F

Welcome to the TT Club

Welcome to the TT Club Welcome to the TT Club We d like to thank you for insuring your business with us. We are confident we can provide the service and expertise you require. This pack has been developed