Who we are

A Top 10 international insurance broker required client feedback on its different streams of business, Major Accounts, National Accounts and Affinity Accounts, together with the monitoring of employee culture in relation to a change programme.

The results enabled more targeted client liaison to be structured, service and relationship quality trends to be related to financial performance and a greater understanding of renewal pressures and intentions.

Employee culture was benchmarked and monitored during a company change process, resulting in repositioned quality units, back office and account management functions.

It is essential to have base data from which to monitor internal and external performance during any period of change or refocusing. The programme established for this client not only provided that key data, but also assisted with the realignment of staff into specialist units, facilitating greater client needs awareness and enhanced client servicing.

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  London +44 (0) 1279 718900
Cambridge +44 (0) 1223 572229

London Office:
Brook House
Cage End
Hatfield Broad Oak
Bishop's Stortford
CM22 7HP

Cambridge Office:
Beverley House
Beverley Way

Customer Satisfaction Research
Appreciation Evaluation
Loyalty & Retention Research
Client Contentment Research
Attitudinal and Image Reviews
Disloyalty and Exit Investigations
Competitor Price and Service Investigations
Contract and Policy Pre-Renewal Interviews
Performance Benchmarking and Tracking
Employee and Management Surveys
Knowledge Management
Advertising and Promotional Research
Consultancy and advice
Customer Relationship Management
Customer Maintenance Programmes
Customer Care Training
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