At Commercial Express, we’re proud to share that our overall customer satisfaction score has improved from 8.17 to 8.40 out of 10, thanks to the invaluable feedback from our brokers. This achievement reflects our commitment to delivering exceptional service and continually enhancing our offerings.
Since our last survey, we have implemented various improvements, such as expanding our underwriting team, increasing staff training, and refining our product offerings. These efforts have resulted in better support, faster communication, and more tailored products, ensuring brokers receive top-notch service.
Our dedication to growth doesn’t stop here. We’re continually working to address feedback and develop solutions that enhance your experience. Underwriting Service & Knowledge has been a key focus. We’ve increased the number of underwriters and expanded staff qualifications, with 74% now CII-qualified. Brokers have noted improvements in speed and knowledge, with feedback praising quick responses and helpful advice.
In Product Development, we’ve introduced enhancements such as Event Cancellation coverage for catering products and Fly Tipping coverage for land liabilities. These changes have been well-received, particularly for their competitiveness and added value to niche policies.
What brokers are saying:
Tracy from Securers notes our underwriting team’s proactiveness and the speed of responses: “Very proactive in your responses… Always knowledgeable and helpful.”
Fiona from Severn Bay praises our product competitiveness, particularly highlighting how “great pricing” and “specialist policies where you get really useful added extras.”
Although we’ve made significant progress, we’re not stopping here. In response to your feedback, we are actively working to expand product add-ons, improve our online trading platform, and simplify our policy documentation for greater clarity. We’re also focused on enhancing our claims service, making it more transparent and accessible through our online platform.
Next steps and ongoing commitment:
We know there’s always room to improve, so here are the key areas we’re focusing on based on your feedback:
- Underwriting Service: We will continue investing in learning and training to ensure top-notch support.
- Product Offerings: We’re working on new add-on features and expanding our capacity through partnerships with new insurers.
- Trading Platform Assist: Enhancements in speed, efficiency, and features like panel quotes for renewals are in progress, reducing referral points and improving overall system functionality.
- Claims Service: We’re dedicated to delivering a first-class claims experience, making payment and reserving information available through our online platform.
- Documentation: We’re working to simplify policy endorsements and clarify policy excesses for a more transparent and user-friendly experience.
This increase in customer satisfaction scores reflects our commitment to providing brokers with the best possible service. We’re grateful for the feedback and partnership that helped us reach this point and are excited to continue working with brokers to ensure more success!
