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BEST PRACTICE: SOLICITATION OF FEEDBACK BEST PRACTICE: SOLICITATION OF FEEDBACK

Industry perspective: Auto purchase? Ø Service industry? (e. g. hotels, doctors) Ø Chain restaurants? Industry perspective: Auto purchase? Ø Service industry? (e. g. hotels, doctors) Ø Chain restaurants? Ø Ebay purchase? Ø Insurance industry? Ø

Industry perspective: Ø Insurance industry? Historically, we haven’t wanted to know. Industry perspective: Ø Insurance industry? Historically, we haven’t wanted to know.

Why solicit feedback? l l l Best ideas come from the field (? ) Why solicit feedback? l l l Best ideas come from the field (? ) Best information comes from those who “live it” How will you know unless you ask?

WARNING! WARNING!

If you ask, be prepared to use the results. If you ask, be prepared to use the results.

If you ask, be prepared to use the results. (If you’re not going to If you ask, be prepared to use the results. (If you’re not going to do something with it don’t ask!)

Why solicit feedback? Historically, we haven’t wanted to know. Historically, we weren’t going to Why solicit feedback? Historically, we haven’t wanted to know. Historically, we weren’t going to do anything about it anyway.

1. Comment Cards - Customers 1. Comment Cards - Customers

1. Comment Cards a. Customer service critique 1. Comment Cards a. Customer service critique

1. Comment Cards Customer service critique b. Privacy mailing comment card a. 1. Comment Cards Customer service critique b. Privacy mailing comment card a.

1. Comment Cards Customer service critique b. Privacy mailing comment card c. Policy cancellation 1. Comment Cards Customer service critique b. Privacy mailing comment card c. Policy cancellation follow up a.

1. Comment Cards Ask the questions, and always leave space for Open Comments, e. 1. Comment Cards Ask the questions, and always leave space for Open Comments, e. g. “What else would you like to tell us? ”

2. Surveys Customers Agents Employees 2. Surveys Customers Agents Employees

Customer: Surveys Customer: Surveys

Customer: Telephone Survey Add-on to current calls. Customer: Telephone Survey Add-on to current calls.

Customer: Written Survey üCustomer attitudes toward the company üService levels in field üReplacement disclosure Customer: Written Survey üCustomer attitudes toward the company üService levels in field üReplacement disclosure üOpinions on sales material – understanding üPolicy delivery

Agents: Surveys (hard copy or internet) a. Annual vs b. Quarterly Agents: Surveys (hard copy or internet) a. Annual vs b. Quarterly

Agents: Surveys b. Quarterly Ø Advertising Ø Training needs Ø Product comments Ø Ease Agents: Surveys b. Quarterly Ø Advertising Ø Training needs Ø Product comments Ø Ease of working with the company

Agents: Surveys Annual or Quarterly • Use white space and check boxes! • Appear Agents: Surveys Annual or Quarterly • Use white space and check boxes! • Appear to be brief! • Offer motivation to complete and submit!

Employees: Survey Employees: Survey

Employees: Survey (hard copy or intranet) Employee satisfaction. l Training they feel lacking. l Employees: Survey (hard copy or intranet) Employee satisfaction. l Training they feel lacking. l Suggestions for improvement. l Skill sets for the company (e. g. CPR, languages spoken or written). l

Employees: Survey r o f N D IO R A ET W PL E Employees: Survey r o f N D IO R A ET W PL E R M O C Employee satisfaction. l Training they feel lacking. l Suggestions for improvement. l Skill sets for the company (e. g. CPR, languages spoken or written). l

2. Surveys A. Set a base line to measure against annually. B. ALWAYS include 2. Surveys A. Set a base line to measure against annually. B. ALWAYS include an Open Comments section, e. g. “What else would you like us to know? ”

3. Input on advertising: Customers, Agents, Employees 3. Input on advertising: Customers, Agents, Employees

3. Input on advertising Focus groups: Customers 3. Input on advertising Focus groups: Customers

3. Input on advertising Agents 3. Input on advertising Agents

3. Input on advertising Ø Focus groups at regional meetings 3. Input on advertising Ø Focus groups at regional meetings

3. Input on advertising Ø Focus groups at regional meetings Ø President’s Council 3. Input on advertising Ø Focus groups at regional meetings Ø President’s Council

3. Input on advertising Ø Focus groups at regional meetings Ø President’s Council* Ø 3. Input on advertising Ø Focus groups at regional meetings Ø President’s Council* Ø Agent Advisory Council* * By telecon or in person

3. Input on advertising Ø Focus groups at regional meetings Ø President’s Council Ø 3. Input on advertising Ø Focus groups at regional meetings Ø President’s Council Ø Agent Advisory Council Ø Annual Convention

3. Input on advertising Employees 3. Input on advertising Employees

3. Input on advertising l Focus group of the non-insurance savvy 3. Input on advertising l Focus group of the non-insurance savvy

3. Input on advertising l l Focus group of the non-insurance savvy Input by 3. Input on advertising l l Focus group of the non-insurance savvy Input by intranet

3. Input on advertising l l l Focus group of the non-insurance savvy Input 3. Input on advertising l l l Focus group of the non-insurance savvy Input by intranet Grandmother / 8 th grader test

4. Training feedback 4. Training feedback

4. Training feedback Include: ÖRatings specific to presentation and presenter 4. Training feedback Include: ÖRatings specific to presentation and presenter

4. Training feedback Include: ÖRatings specific to presentation and presenter. ÖWhat additional training is 4. Training feedback Include: ÖRatings specific to presentation and presenter. ÖWhat additional training is wanted.

4. Training feedback Include: ÖRatings specific to presentation and presenter. ÖWhat additional training is 4. Training feedback Include: ÖRatings specific to presentation and presenter. ÖWhat additional training is wanted. ÖOPEN COMMENTS section.

4. Training feedback Good practice: Always require training feedback! 4. Training feedback Good practice: Always require training feedback!

4. Training feedback Best Practice: ØCollect information systematically, ØAssign review responsibility, and ØImprove or 4. Training feedback Best Practice: ØCollect information systematically, ØAssign review responsibility, and ØImprove or add training in response to the feedback.

4. Training feedback: Follow Up 4. Training feedback: Follow Up

4. Training feedback: Follow Up A. 3 – 6 Weeks after Training B. Ask 4. Training feedback: Follow Up A. 3 – 6 Weeks after Training B. Ask about applicability C. Ask about adequacy of initial Training D. Ask about need for additional training E. Open Comments section!

5. Feedback on Problems 5. Feedback on Problems

Problems of Customers Comp laint Form Problems of Customers Comp laint Form

Complaint form for Customers I. Gets all the information you need. II. Asks “What Complaint form for Customers I. Gets all the information you need. II. Asks “What can we do to make you happy? ”

Problems of Agents Trust relationship between agency managers and compliance = “early warning system”. Problems of Agents Trust relationship between agency managers and compliance = “early warning system”.

Problems of Agents Company culture • Provides a safe method of reporting • Rewards Problems of Agents Company culture • Provides a safe method of reporting • Rewards the behavior they want to encourage • Makes an example of them – a GOOD one!

6. Suggestion “Box” 6. Suggestion “Box”

6. o Suggestion Box Get commitment of management before asking for input from employees. 6. o Suggestion Box Get commitment of management before asking for input from employees.

6. o o Suggestion Box Get commitment of management before asking for input from 6. o o Suggestion Box Get commitment of management before asking for input from employees. Make it “safe” for employees to make suggestions.

6. o o o Suggestion Box Get commitment of management before asking for input 6. o o o Suggestion Box Get commitment of management before asking for input from employees. Make it “safe” for employees to make suggestions. Assign responsibility for review to an employee/management team.

6. o o Suggestion Box Get commitment of management before asking for input from 6. o o Suggestion Box Get commitment of management before asking for input from employees. Make it “safe” for employees to make suggestions. Assign responsibility for review to an employee/management team. Reward employees meaningfully (e. g. $ for $).

6. Suggestion Box ****Lunch with the President**** * 6 -8 employees each month Promise 6. Suggestion Box ****Lunch with the President**** * 6 -8 employees each month Promise to listen and answer Live up to promise

7. Annual Performance Review 7. Annual Performance Review

7. Annual Performance Review Notes: Each employee writes a paragraph for the review discussion 7. Annual Performance Review Notes: Each employee writes a paragraph for the review discussion

7. Annual Performance Review Notes: Each employee writes a paragraph for the review discussion 7. Annual Performance Review Notes: Each employee writes a paragraph for the review discussion Paragraph includes specific incident(s) in which they made a decision or a difference

7. Annual Performance Review Notes: Each employee writes a paragraph for the review discussion. 7. Annual Performance Review Notes: Each employee writes a paragraph for the review discussion. Paragraph includes specific incident(s) in which they made a decision or a difference. May include use of a new Best Practice or demonstration of an improved process.

Why solicit feedback? Historically, we haven’t wanted to know. Historically, we weren’t going to Why solicit feedback? Historically, we haven’t wanted to know. Historically, we weren’t going to do anything about it anyway. And now we know better!

What to do with feedback? From Customers: A. Collect data B. File or scan What to do with feedback? From Customers: A. Collect data B. File or scan into permanent file C. Use data for improvement D. Notify customers (as appropriate) that improvements have been made.

What to do with feedback? From Agents and Employees: A. Collect data B. Assign What to do with feedback? From Agents and Employees: A. Collect data B. Assign responsibility to review and recommend C. Use data and recommendations for improvement D. Let them know you heard and improved!

QUESTIONS on FEEDBACK? QUESTIONS on FEEDBACK?

QUESTIONS on FEEDBACK? QUESTIONS on FEEDBACK?