At the end of last year / beginning of this year, Good Finance conducted a customer satisfaction survey about the car insurance closing process. Visitors who closed an offer received a short questionnaire within a few days in which we asked about the satisfaction with our closing process. Good Finance received a 8.1 for the closing process of our car insurance.
What is going well?
Customers were particularly satisfied with the convenience of the website. Customer service also scored an average of 8.3 good. A number of customer responses: “You are perfectly helped and you will receive an email within 24 hours” and “The support was friendly and good.” Other pluses that were mentioned: “Fast and well-organized”, “Clear information and easy way of comparison”, “Quickly the policy and quick response to acceptance” and “My car insurance is cheap.” We are naturally very happy with this. Read more experiences from our customers.
What can be done better?
Our customers were also asked for suggestions for the closing process. Good Finance has included this in an improvement plan and are even partially operational. A point for improvement was the information about additional car insurance policies that only come out late in the closing process. This information has now been made more visible on the website with the help of an icon.
In addition, the Good Finance website has been renewed and we have recently introduced a new step-by-step plan in our closing process, in which you can see exactly how many steps you have removed from the final conclusion of the insurance.
Good Finance has also mapped the Net Promoter Score. The Net Promoter Score (NPS) is an instrument that is nowadays widely used by companies to measure customer loyalty. To map the NPS, people are asked how likely it is that customers would recommend Good Finance to friends, family and colleagues. Customers can then answer on a scale from 0 to 10. The percentage of people who fall under the ‘Criticasters’ group (rating 6 or lower) is then deducted from the ‘Promoters’ group (rating 9 or 10). The remaining figure is the NPS. Good Finance achieved a good NPS of 25.8 for taking out motor insurance. This is quite high. GFK recently asked among 3400 panel members for the NPS of their car insurance. On average the NPS was negative (for example -5). However, this did not only concern the closing process.
Given the success of the customer satisfaction survey and the input that Good Finance can derive from this survey, we are currently setting up a structural customer satisfaction survey. This means that we will soon be asking all the customers who have just taken out insurance about their satisfaction. This way we stay in contact with our customers and we can always be of better service to you!
If you have suggestions on how we can further improve our website, we would like to hear from you.