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At The PMA Insurance Group, we like to keep our finger on the pulse of
how we're performing and there's no better way to do that than to hear
directly from customers like you. While many of our representatives -
claims adjusters, risk control specialists, client service managers
-interact with you regularly, scientifically designed surveys remain a
revealing method, allowing you to reflect on our relationship and
confidentially rate how we're meeting your needs. So that's just what we
did earlier this year. We're pleased to report that the results of our
2007 client survey are some of the best we've ever seen.
Survey Set-up
Our sizable survey sample (the number of
completed and returned forms) reflects an above-average response rate
with roughly 40 percent of invitees, or nearly 500 clients, responding
with completed forms. To maintain objectivity, we used an independent
opinion research firm to field and tabulate the survey. Respondents
included clients who operate in more than a dozen different industries
across the country. Most replies came from human resources, financial
and senior management personnel with organizations who look to PMA for
workers' compensation, commercial auto, general liability and a variety
of other insurance coverages and services.
In a nutshell, the survey asked clients to
rate PMA based on how well we're meeting their service expectations in a
variety of key service delivery categories, ranging from ease of doing
business with PMA to the accuracy of policies issued. Here's what our
respondents had to say.
The Results
Our primary goal every day is to afford you
the service and results that you expect. According to tabulated survey
results, 96 percent of respondents feel PMA meets or exceeds their
overall service expectations.
Our Risk Management Information System, PMA
CINCHr, received a favorable response from clients who are familiar with
it. Ninety-nine percent said that PMA CINCH surpasses or equals industry
standards, with a majority answering "surpasses."
In terms of more narrowly defined service
components, the survey asked participants to rate PMA's performance in
34 categories, including ease of reporting a loss, accessibility of
claims staff, quality of our communication, and our ability to reduce
loss costs. The majority of respondents rated PMA as "Excellent" or
"Good" in every category.
Compared to our previous client survey,
which was administered in 2005, this year's results show an increase of
2-5 percentage points in virtually all service categories. The 2007
results also show that "Excellent" ratings improved by 10 percent or
more in the key categories of knowledge level of customer service reps,
the courtesy of customer service reps, and the ability of PMA's Call
Center to solve problems.
In addition to evaluating PMA's performance
in each of these areas, respondents also rated them in terms of
importance to their organizations. According to respondents, the four
most important service categories are the ease of reporting a loss to
PMA, the timeliness of PMA's claims processing and payment, PMA's
responsiveness to clients' inquiries and needs, and PMA's ability to
understand clients' business. PMA scored high in performance not only in
these four service categories, but also on virtually all of what
respondents rated as the most important categories.
To those of you who completed a survey,
thank you for your candid feedback and assessment of how we're
performing. And to our readers, thank you for allowing PMA the
opportunity to service your commercial insurance needs.
From the 34 service features, respondents
said these are the most important:
-
Ease of reporting a loss
-
Timeliness of claims
processing and payment
-
Responsiveness to
inquiries/needs
-
Understanding our
business
-
Understanding our risk
exposures
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Ability to reduce loss
costs
-
Accessibility of claims
staff
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Overall claims
management
-
Quality of communication
-
Management of
return-to-work issues
-
Knowledge level of
customer service reps
-
Timeliness of response
and follow-up
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