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Q1 2022 – Broker Survey

As you may have seen, we ran a survey and asked advisers what they think about Assurant Intermediary and our proposition.

The responses were collated using NPS (Net Promoter Score) and is a metric used in customer experience programs. NPS measures the loyalty of customers to a company. NPS scores are measured via a survey of single questions and reported with a number from -100 to +100. 

This effectively means any score above zero is considered positive and then subsequently, the higher the score the better with +100 being 'perfect'.

The higher the score means more people are likely to be promoters rather than detractors when it comes to recommending working with that brand. 

Here is what came back… 

How would you rate Assurant on:

Service?                                          

+75

Products?                                       

+50

Premiums?                                    

+26

Training & development?            

+26

System?                                          

+43

Your overall experience?            

+66

Intermediary market profile?     

+22

 

It was good to see that all the answers when collated were all positive (some more than others!) and from these results: 

  • We were rated highly for service with additional responses emphasising the quality of our overall broker support
  • Our products were considered to be a strong offering and we had positive feedback for our premiums although it was felt by some that we should be more competitive.
  • Although we had positive feedback overall (+66), the lowest rated question was our perceived lack of a strong intermediary market profile
  • The question on training & development elicited a score of +26, which while again positive, shows there is room for improvement.


This exercise has been extremely useful and we are particularly proud to have scored so highly on our service and the overall experience advisers have when working with Assurant.

Thank you to everyone who took the time to respond.


Amazon Voucher Winners

Participation in the survey also offered £50 Amazon vouchers to two lucky winners and we are pleased to announce that the winners are:

Rachel Lummis, Xpress Mortgages

Alex Jones, Alex Jones Mortgage Services

Whilst there is much to be happy about, our whole proposition is based on incremental improvement in all areas. Before we undertake the next survey, this one has given us plenty of material on which to dwell and look to improve the proposition we offer to the intermediary market. Watch this space!