BEST PRACTICE: SOLICITATION OF FEEDBACK. Industry perspective: Auto purchase? Service industry? (e.g. hotels, doctors) Chain restaurants? Ebay purchase?

BEST PRACTICE:SOLICITATION OF FEEDBACK

Industry perspective:

Auto purchase? Service industry? (e.g. hotels, doctors) Chain restaurants? Ebay purchase? Insurance industry?

Industry perspective:

Insurance industry?

Historically, we haven’t wanted to know.

Why solicit feedback?

Best ideas come from the field (?) Best information comes from those who “live it” How will you know unless you ask?

WARNING! WARNING!

If you ask,

be prepared to use the results.

If you ask,

be prepared to use the results.(If you’re not going to do something with it don’t ask!)



Historically, we weren’t going to do anything about it anyway.

1. Comment Cards - Customers

1. Comment Cards

a. Customer service critique

1. Comment Cards


b. Privacy mailing comment card

1. Comment Cards


b. Privacy mailing comment card

c. Policy cancellation follow up

1. Comment Cards

Ask the questions, and always leave space for Open Comments, e.g. “What else would you like to tell us?”

2. Surveys

Customers

Agents

Employees

Customer: Surveys

Customer: Telephone Survey

Add-on to current calls.

Customer: Written Survey

Customer attitudes toward the company

Service levels in field

Replacement disclosure

Opinions on sales material – understanding

Policy delivery

Agents: Surveys (hard copy or internet)

a. Annual vs

b.Quarterly

Agents: Surveys

b. Quarterly Advertising

Training needs

Product comments

Ease of working with the company

Agents: Surveys

Annual or Quarterly

• Use white space and check boxes!

• Appear to be brief!

• Offer motivation to complete and submit!

Employees: Survey

Employees: Survey(hard copy or intranet)

Employee satisfaction.Training they feel lacking.Suggestions for improvement.Skill sets for the company (e.g. CPR,

languages spoken or written).

Employees: Survey

Employee satisfaction.Training they feel lacking.Suggestions for improvement.Skill sets for the company (e.g. CPR,

languages spoken or written).REWARD fo

r

COMPLE

TIO

N

2. Surveys

A. Set a base line to measure against annually.

B. ALWAYS include an Open Comments section, e.g. “What else would you like us to know?”

3. Input on advertising:

Customers, Agents,

Employees

3. Input on advertising

Focus groups: Customers


Agents


Focus groups at regional meetings



President’s Council



President’s Council*

Agent Advisory Council*

* By telecon or in person



President’s Council

Agent Advisory Council

Annual Convention


Employees


Focus group of the non-insurance savvy


Focus group of the non-insurance savvy Input by intranet


Focus group of the non-insurance savvy Input by intranet Grandmother / 8th grader test

4. Training feedback


Include:

Ratings specific to presentation and presenter


Include:

Ratings specific to presentation and presenter.

What additional training is wanted.


Include:

Ratings specific to presentation and presenter.

What additional training is wanted.

OPEN COMMENTS section.


Good practice:

Always require training feedback!


Best Practice:

Collect information systematically,

Assign review responsibility, and

Improve or add training in response to the feedback.

4. Training feedback: Follow Up

4. Training feedback:Follow Up

A. 3 – 6 Weeks after Training

B. Ask about applicability

C. Ask about adequacy of initial Training

D. Ask about need for additional training

E. Open Comments section!

5. Feedback on Problems

Problems of Customers

Complaint Form

Complaint form for Customers

I. Gets all the information you need.

II. Asks “What can we do to make you happy?”

Problems of Agents

Trust relationship between agency managers and compliance

= “early warning

system”.

Problems of Agents

Company culture

• Provides a safe method of reporting

• Rewards the behavior they want to encourage

• Makes an example of them – a GOOD one!

6. Suggestion “Box”

6. Suggestion Box

o Get commitment of management before asking for input from employees.

6. Suggestion Box


o Make it “safe” for employees to make suggestions.

6. Suggestion Box



o Assign responsibility for review to an employee/management team.

6. Suggestion Box



o Assign responsibility for review to an employee/management team.

o Reward employees meaningfully (e.g. $ for $).

6. Suggestion Box

****Lunch with the President***** 6-8 employees each month

* Promise to listen and answer

* Live up to promise

7. Annual Performance Review


Notes:

Each employee writes a paragraph for the review discussion


Notes:

Each employee writes a paragraph for the review discussion

Paragraph includes specific incident(s) in which they made a decision or a difference


Notes:

Each employee writes a paragraph for the review discussion.

Paragraph includes specific incident(s) in which they made a decision or a difference.

May include use of a new Best Practice or demonstration of an improved process.



Historically, we weren’t going to do anything about it anyway.And now we know better!

What to do with feedback?

From Customers:A. Collect data

B. File or scan into permanent file

C. Use data for improvement

D. Notify customers (as appropriate) that improvements have been made.

What to do with feedback?

From Agents and Employees:

A. Collect data

B. Assign responsibility to review and recommend

C. Use data and recommendations for improvement

D. Let them know you heard and improved!

QUESTIONS on FEEDBACK?

QUESTIONS on FEEDBACK?

Documents

BEST PRACTICE: SOLICITATION OF FEEDBACK. Industry perspective: Auto purchase? Service industry? (e.g. hotels, doctors) Chain restaurants? Ebay purchase?