Case Study
Summary: Survey of top 70 clients.
The Client/Sector: Arthur Marsh & Son Insurance Broker
The Goals: The aim of this survey was to determine how happy these existing customers were with the way their policies were handled, to determine areas where further quotes would be applicable and to feed back any comments relating to the staff and the overall service provided.
Business in Profile: The business offers advice on a wide range of insurance products, both personal and commercial.
The Challenges: The business owner decided to survey his top 70 clients to determine customers’ views on their service. Time and resources were a challenge to the business and they decided to use an unbiased independent third party to carry out the work on their behalf.
gained from these calls were fed back directly to the company owner via a detailed professional report at the end of the working day.
Outcome: Out of 70 calls made, 35 surveys were conducted with business owners which resulted in 17 new quotes for additional business. In the case where a customer wasn't completely satisfied, their comments were fed back in confidence to enable the brokers to implement a strategy to overcome this and ensure they retained the business. Arthur Marsh has continued to use Outsource Telemarketing to gain appointments with existing clients in order to introduce new areas of their business.
"Lisa, I see you as a vital part of our business, and the more appointments you make,
and renewal dates you obtain, the more we can spend with you, it's all about converting the enquiries. Just to let you know.
The 6 days of calls you have done for us so far have converted into over £30,000 worth of premiums.
This is an extremely cost effective exercise for us and we will continue to use your services. Many thanks for your efforts."
Mark Farren Director
We are now on the Business Link register
