Results From Our Latest Agency Survey

On a regularly scheduled basis, we send a survey to a sample of our Western National Insurance Group agency partners that asks about their satisfaction with our Group’s services (underwriting, claims, customer service, communications, and more). We want to take a moment to report back on the results of our most recent agency survey, which was conducted in May and which we’ve since been reviewing for insights and benchmark comparisons.

 

Some of the noteworthy details from the May 2017 agency survey results include:

 

• Our Group’s overall Net Promoter Score (NPS), which takes the percentage of agents who would actively promote Western National to friends/family and subtracts the percentage who would detract from it, is at +37.6 (on a scale of -100 to +100).
• Commercial Lines Underwriting scores mostly decreased relative to their scores from May 2016, with scores for the broadness of our risk appetite (2.92), timeliness of quotes (2.93), timeliness of endorsements (2.89), and timeliness of premium audit (2.88) all now falling beneath the 3 out of 4 score threshold (which is equivalent to saying our agents are now less than “Somewhat Satisfied” with those areas of our service). We have already begun addressing some of these items by working with certain offices to increase staffing levels.
• Scores for both Personal Lines Underwriting and Surety Underwriting were very positive and mostly unchanged year-over-year.
• The clear majority of the agents surveyed indicated their “experience of working with Western National to get business done” either met or exceeded their expectations. We will continue to work hard to provide outstanding service and to exceed the expectations of our agency partners.

 

Thank you to everyone who provided input – your feedback is valuable to us! We’ll continue to collect input in the months ahead and look for ways in which we can anticipate your needs and provide impressive solutions. If you would like to submit additional feedback for Western National, please click here.