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 havent 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!

If you ask, be prepared to use the results.

If you ask, be prepared to use the results. (If youre not going to do something with it dont ask!)

Why solicit feedback? Historically, we havent wanted to know. Historically, we werent going to do anything about it anyway.

1. Comment Cards - Customers

1. Comment Cards a. Customer service critique

1. Comment Cards a. Customer service critique b. Privacy mailing comment card

1. Comment Cards a. Customer service critique 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 for COMPLETION

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

3. Input on advertising Agents

3. Input on advertising Focus groups at regional meetings

3. Input on advertising Focus groups at regional meetings Presidents Council

3. Input on advertising Focus groups at regional meetings Presidents Council* Agent Advisory Council* * By telecon or in person

3. Input on advertising Focus groups at regional meetings Presidents Council Agent Advisory Council Annual Convention

3. Input on advertising Employees

3. Input on advertising Focus group of the non-insurance savvy

3. Input on advertising Focus group of the non-insurance savvy Input by intranet

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

4. Training feedback

Include: Ratings specific to presentation and presenter

4. Training feedback Include: Ratings specific to presentation and presenter. What additional training is wanted.

4. Training feedback Include: Ratings specific to presentation and presenter. What additional training is wanted. OPEN COMMENTS section.

4.Training feedback Good practice: Always require training feedback!

4.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

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

oGet commitment of management before asking for input from employees.

6.Suggestion Box oGet commitment of management before asking for input from employees. oMake it safe for employees to make suggestions.

6.Suggestion Box oGet commitment of management before asking for input from employees. oMake it safe for employees to make suggestions. oAssign responsibility for review to an employee/management team.

6.Suggestion Box oGet commitment of management before asking for input from employees. oMake it safe for employees to make suggestions. oAssign responsibility for review to an employee/management team. oReward 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

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

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.

Why solicit feedback? Historically, we havent wanted to know. Historically, we werent 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 ?