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Published byStacy Shirrell Modified over 10 years ago
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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 havent 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!
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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 youre not going to do something with it dont ask!)
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Why solicit feedback? Historically, we havent wanted to know. Historically, we werent 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 for COMPLETION
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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 Presidents Council
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3. Input on advertising Focus groups at regional meetings Presidents Council* Agent Advisory Council* * By telecon or in person
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3. Input on advertising Focus groups at regional meetings Presidents 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 / 8 th grader test
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4. Training feedback
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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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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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oGet commitment of management before asking for input from employees.
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6.Suggestion Box oGet commitment of management before asking for input from employees. oMake it safe for employees to make suggestions.
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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.
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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 $).
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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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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 havent wanted to know. Historically, we werent 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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