Insurance provider Quality Assured National Warranties (QANW) has received an 89 percent member satisfaction rating for overall customer service. The results, which came from a survey sent out to all their members, received nearly 600 responses.
QANW’s customer service was measured in four areas: response times, solving problems immediately, the communication from the service team and giving realistic time scales for problems to be solved, asking respondents to measure each area from ‘very poor’ to ‘excellent’.
QANW received consistently good feedback in all of these categories. 90 percent were satisfied with the response times, 87 percent with the ability to solve problems straight away and give realistic job timescales and 88 percent were pleased with the level of communication, with all of the scores being voted as good to excellent by respondents.
There was also glowing feedback in the comments, with one respondent saying: “They offer the best IBG currently on the market from a reputable company and are good value for money, regardless of the project value,” and another customer saying: “Customer service is brilliant. QANW are helpful and always go the extra mile to resolve anything or explain things.”
Gemma Swankie, of QANW, says: “To receive such a positive response from our members has been fantastic. With customer service being such a key part of what we offer, it is crucial that we are performing well in these areas and an 89 percent satisfaction score is a very positive result.
“Surveys also provide us with useful feedback on our business, allowing us to improve in other areas. So, although we scored highly in customer service, the survey also helped us recognise the places where we can improve to make registering for IBGs and DPIs even easier.”
The member survey also asked respondents to rate the members area. 86 percent of people said it was easy or very easy to register jobs as well as accessing invoices, with 83 percent saying it was easy or very easy to download documents, and 78 percent saying it was easy or very easy to access member benefits.
Gemma adds: “Our members area is there to support installers, helping them register jobs, access invoices and more. We know how important it is to make sure this area is easy to use and functioning as best as it should be, so all the feedback we have received is being incorporated into the next development stages of the members area, which will be coming soon.”
For more information on IBGs and DPIs, visit www.qanw.co.uk