Feeddex has been working with Donatus Insurances since 2015, in which they conducted their first customer satisfaction survey. Donatus is the Dutch insurer that fully tailors its insurance offerings and operations to the needs of church and monument owners. In order to check whether everything is still satisfactory, we regularly conduct a customer satisfaction survey among more than 7,000 members for Donatus.
Net Promoter Score has grown significantly since 2015
The Net Promoter Score (NPS) is an important part of relationship measurement for Donatus. The NPS is a simple but powerful tool for measuring customer loyalty with a single question. The NPS is the difference between the percentage of customers who actively recommend (with a 9 or a 10) minus the percentage of customers who do not recommend (a 6 or lower).
In 2015, Donatus had an NPS of 42 and now Donatus has an NPS of 47. The number of customers actively promoting Donatus has increased significantly. As many as 52% of respondents now give Donatus a 9 or a 10! In addition, the percentage of members rating Donatus with a 6 or lower has remained at 5%. Compared to other insurers, an NPS of 47 is particularly high and thus a very nice score.
Learning from customer feedback
Of course, it is important to take stock of how members rate the current experience with the organization, by asking the NPS, for example. In doing so, receiving compliments is nice, but you can actually learn from the feedback that members are less satisfied with.
'Feeddex's system is very user-friendly for making all kinds of analyses of the results,' says Donatus board chairman Alphons van der Voorn. 'For example, we could easily trace the less satisfied members who indicated that we could contact them, and as a board we called some of those members ourselves. That was very much appreciated.
Successful customer-focused organizations listen to customer feedback, act on it and feed it back to their customers. Such is the case with Donatus. In the magazine Donatus Dichterbij, the organization communicates the points for improvement to their members: contact frequency (proactive and responsive), clarity around policy conditions and premium in relation to covered risks. It takes guts to communicate externally what your learning points are from customer feedback, but it also pays off handsomely. It shows that you take your customers' feedback seriously and do something with it.
'Feeddex's system is very user-friendly for making all kinds of analyses of the results,' says Donatus board chairman Alphons van der Voorn. 'For example, we could easily trace the less satisfied members who indicated that we could contact them, and as a board we called some of those members ourselves. That was very much appreciated.
Successful customer-focused organizations listen to customer feedback, act on it and feed it back to their customers. Such is the case with Donatus. In the magazine Donatus Dichterbij, the organization communicates the points for improvement to their members: contact frequency (proactive and responsive), clarity around policy conditions and premium in relation to covered risks. It takes guts to communicate externally what your learning points are from customer feedback, but it also pays off handsomely. It shows that you take your customers' feedback seriously and do something with it.
Members rate Donatus with an average of 8.1
The numbers are clear. Members give Donatus an average of 8.1. A mark they can be extremely proud of and a mark they are constantly striving for. The grade does not come out of the blue. It is the average of 2586 reviews.
In particular, the satisfaction with the premium refund, the speed of claim payment and the quality of service all score a very high 8.8! Not by chance, these are three of Donatus' important values.
In particular, the satisfaction with the premium refund, the speed of claim payment and the quality of service all score a very high 8.8! Not by chance, these are three of Donatus' important values.
Also getting started with relationship measurement?
Feeddex offers both the software, implementation and guidance to successfully conduct customer satisfaction surveys. With Feeddex, you have continuous insight into your customers' feedback after important customer contact moments. This way, improving customer satisfaction and customer-centricity in your organization always remains a priority.
Contact us at service@feeddex.com or call our office at 023 212 38 00.
Contact us at service@feeddex.com or call our office at 023 212 38 00.