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BEST PRACTICE:SOLICITATION OF FEEDBACK
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Industry perspective:
Auto purchase? Service industry? (e.g. hotels, doctors) Chain restaurants? Ebay purchase? Insurance industry?
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Industry perspective:
Insurance industry?
Historically, we haven’t wanted to know.
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Why solicit feedback?
Best ideas come from the field (?) Best information comes from those who “live it” How will you know unless you ask?
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WARNING! WARNING!
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If you ask,
be prepared to use the results.
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If you ask,
be prepared to use the results.(If you’re not going to do something with it don’t ask!)
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Why solicit feedback?
Historically, we haven’t wanted to know.
Historically, we weren’t going to do anything about it anyway.
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1. Comment Cards - Customers
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1. Comment Cards
a. Customer service critique
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1. Comment Cards
a. Customer service critique
b. Privacy mailing comment card
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1. Comment Cards
a. Customer service critique
b. Privacy mailing comment card
c. Policy cancellation follow up
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1. Comment Cards
Ask the questions, and always leave space for Open Comments, e.g. “What else would you like to tell us?”
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2. Surveys
Customers
Agents
Employees
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Customer: Surveys
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Customer: Telephone Survey
Add-on to current calls.
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Customer: Written Survey
Customer attitudes toward the company
Service levels in field
Replacement disclosure
Opinions on sales material – understanding
Policy delivery
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Agents: Surveys (hard copy or internet)
a. Annual vs
b.Quarterly
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Agents: Surveys
b. Quarterly Advertising
Training needs
Product comments
Ease of working with the company
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Agents: Surveys
Annual or Quarterly
• Use white space and check boxes!
• Appear to be brief!
• Offer motivation to complete and submit!
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Employees: Survey
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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).
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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
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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?”
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3. Input on advertising:
Customers, Agents,
Employees
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3. Input on advertising
Focus groups: Customers
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3. Input on advertising
Agents
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3. Input on advertising
Focus groups at regional meetings
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3. Input on advertising
Focus groups at regional meetings
President’s Council
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3. Input on advertising
Focus groups at regional meetings
President’s Council*
Agent Advisory Council*
* By telecon or in person
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3. Input on advertising
Focus groups at regional meetings
President’s Council
Agent Advisory Council
Annual Convention
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3. Input on advertising
Employees
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3. Input on advertising
Focus group of the non-insurance savvy
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3. Input on advertising
Focus group of the non-insurance savvy Input by intranet
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3. Input on advertising
Focus group of the non-insurance savvy Input by intranet Grandmother / 8th grader test
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4. Training feedback
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4. Training feedback
Include:
Ratings specific to presentation and presenter
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4. Training feedback
Include:
Ratings specific to presentation and presenter.
What additional training is wanted.
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4. Training feedback
Include:
Ratings specific to presentation and presenter.
What additional training is wanted.
OPEN COMMENTS section.
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4. Training feedback
Good practice:
Always require training feedback!
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4. Training feedback
Best Practice:
Collect information systematically,
Assign review responsibility, and
Improve or add training in response to the feedback.
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4. Training feedback: Follow Up
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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!
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5. Feedback on Problems
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Problems of Customers
Complaint Form
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Complaint form for Customers
I. Gets all the information you need.
II. Asks “What can we do to make you happy?”
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Problems of Agents
Trust relationship between agency managers and compliance
= “early warning
system”.
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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!
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6. Suggestion “Box”
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6. Suggestion Box
o Get commitment of management before asking for input from employees.
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6. Suggestion Box
o Get commitment of management before asking for input from employees.
o Make it “safe” for employees to make suggestions.
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6. Suggestion Box
o Get commitment of management before asking for input from employees.
o Make it “safe” for employees to make suggestions.
o Assign responsibility for review to an employee/management team.
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6. Suggestion Box
o Get commitment of management before asking for input from employees.
o Make it “safe” for employees to make suggestions.
o Assign responsibility for review to an employee/management team.
o Reward employees meaningfully (e.g. $ for $).
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6. Suggestion Box
****Lunch with the President***** 6-8 employees each month
* Promise to listen and answer
* Live up to promise
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7. Annual Performance Review
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7. Annual Performance Review
Notes:
Each employee writes a paragraph for the review discussion
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7. Annual Performance Review
Notes:
Each employee writes a paragraph for the review discussion
Paragraph includes specific incident(s) in which they made a decision or a difference
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7. Annual Performance Review
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.
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Why solicit feedback?
Historically, we haven’t wanted to know.
Historically, we weren’t going to do anything about it anyway.And now we know better!
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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.
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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!
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QUESTIONS on FEEDBACK?
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QUESTIONS on FEEDBACK?