Surveys……watch what you ask for.
Received a survey from my insurance agent the other day. First question, would you recommend us. I gave it a “0”
That link took me to two other questions then the text box to give other thoughts…………..where I basically said I have no clue what you’re doing for me, are you looking out for me, what are you doing to keep my rates equal or lower (I know hahahaha), why would I refer you when I really don’t know where you’re going above and beyond in my best interests. Finished my response with a how is that for an answer?
Just received a call from someone at the agency quite disturbed with my unhappiness. He wanted to tell me their side and brings up my policies. Brian then tells me I’m in a good place. Really haven’t seen much of an increase in years (which I knew). And supposedly they are looking at options upon renewal. I finally cut him off as he was rambling on and on with “their side” of the story.
My response: “I did not say I was unhappy. Cuz truthfully I know insurance is a lost cause here in FL. You sent a survey asking me questions about your service and I have no clue what you’re doing. What would be nice is to get a periodic email telling me what you’re doing when my policies come up, an email that includes what you’re telling me right now; that I’m in a good place comparatively, etc. Not a survey that starts out with will I refer you.”
Brian took the criticism to heart and said you’re right we need to do better with our communication. Overall a good conversation. Maybe something will change; or not. But huge kudos to Brian for picking up the phone and having that conversation.
Customers like when you really are listening to their feedback. Good or bad. Or feedback that is just that – feedback. But it also shouldn’t take a perceived poor survey to reach out to a customer.
What are you doing above and beyond, over-the-top, to earn a 10 on that survey? And if your survey starts with a will you refer us you’ve already missed the mark.