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Nearly 500 Customers Revealed Their Thoughts about PMA
To ensure that we are bringing you the best possible service, we
conducted a client survey to evaluate our performance and effectiveness.
Conducted in 2005 by an independent opinion market research consultant,
the survey asked clients for their opinions regarding PMA's claims,
managed care, risk control and overall service, as well as the most
important components of service.
Below are a few highlights of the survey
results:
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Ninety-five percent of our clients stated
that PMA has exceeded, fully or generally met their expectations of
service.
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Our Risk Management Information System, PMA
Cinch®,
received a very favorable response from those who are familiar with the
system. Ninety-eight percent of these clients said that PMA Cinch
surpassed or is at industry standards.
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In fourteen service categories that
respondents were asked to evaluate PMA's performance, PMA scored an
"Excellent/Good" rating of 90 percent or above, including the following
categories:
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Ease of Doing Business with PMA
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Ease of Reporting Claims to PMA
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Quality of Local Service
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Treatment of Claimants
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Overall Claims Management
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Understanding Your Business
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Timeliness of Claims Processing & Payment
Here's what the independent opinion market research consultant said
about PMA's results.
According to James P. Murphy, Ph.D., of J.P.
Murphy & Company, the research firm that conducted the survey, "We have
measured client satisfaction in diverse business settings, including
many studies on property/casualty and life/health insurance services for
both regional and national employers. It is rare to encounter the high
scores and enthusiastic endorsement of both contact staff and service
delivery solutions that were seen in the 2005 survey of nearly 500 PMA
Insurance Group clients."
PMA would like to thank its clients for
participating in the survey. The information you provided is extremely
valuable and serves as a benchmark for future service enhancements.
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