As part of a commitment to maintaining the highest standards of service, William Russell issues a customer survey to all policyholders who make a claim.
The overall feedback from the 2011 surveys was very pleasing, with William Russell once again being recognised by its policyholders for outstanding standards of customer care.
When the survey asked how satisfied they were with the service received from the claims team, a staggering 97.2% said they were very or reasonably satisfied. When asked their satisfaction relating to the speed of the initial response to their claim, 95.2% said they were very or reasonably satisfied.
Customers clearly appreciated efforts to provide a timely and efficient service, as when asked how satisfied they were with the length of time taken to settle their claim, 91.3% said they were very or reasonably satisfied. William Russell’s commitment to clarity and transparency is evident in the results too, as when asked how well they thought the claiming process was explained to them, 92.4% said either well or extremely well.
James Cooper at William Russell says, “We always endeavour to make the claiming process as stress free as possible, so are extremely pleased with the high levels of satisfaction that the survey has revealed.”