Risk & Business Magazine Jones DesLauriers Insurance Magazine F2017/W2018 | Page 7

NET PROMOTER SCORE
We currently rely on direct client
feedback, testimonials, referrals, and
our retention to measure our client
experience and satisfaction. The Net
Promoter Score will become a more
consistent and constant metric for our
business.
I can already think of one of my first
questions that will come out of the first
survey results: “What can we do to raise
our score?” Driving improvement is
critical.
The bottom line with our business is
that exceptional customer service will
only be achieved through a great team
of empowered employees. Around the
office, most of our team probably see me
with a Starbucks coffee. Starbucks is a
brand I associate with great customer
service, and it has a lot to do with their
employees. I always remember the story
of Howard Schultz, Starbucks CEO,
after the market plunge in 2015 that
sent the stock exchange into a great
decline. On one of the worst days of the
financial crisis, he reached out to all of
their 190,000 employees in a compelling
memo, encouraging employees to show
empathy for what many clients would be
experiencing that day:
“Our customers are likely to experience
an increased level of anxiety and
concern. Please recognise this and—as
you always have—remember that our
success is not an entitlement, but
something we need to earn, every day.
Let’s be very sensitive to the pressures
our customers may be feeling, and do
everything we can to individually and
collectively exceed their expectations.
Our clients are our lifeblood, and we
need to listen to them and be inspired
It’s not what
we do that makes
us different...
it’s how we do it!
to take action to provide them the best
experience and service possible.”
Jones DesLauriers will be launching the
Net Promoter Score to a representative
group of our customers in October
and then using it as ongoing metric.
On behalf of the entire team, we look
forward to your feedback. +
Eric Osborne began his insurance
career as an underwriter at a large
global insurance company. With over
10+ years experience in the insurance
industry in commercial underwriting
and operational expertise, he leads
JDIMI’s client experience strategy which
includes Information Technology and
operational excellence. Eric ensures we
are innovative and differentiated in the
insurance marketplace.
Specialty
Insurance
and Surety
Solutions
a step above
Learn more at www.trisura.com
Trisura Guarantee Insurance Company is a Canadian owned and operated Property and
Casualty insurance company specializing in niche insurance and surety products. We
are a proud supporter of the Insurance Broker’s Association of Canada.
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