ANNUAL CUSTOMER SURVEY 2018

Every year we run an Annual Customer Satisfaction Survey to gain feedback from our users. Thank you to everyone who responded this year, we use all results to help improve and develop our services.

KEY FINDINGS:

  1. A diverse range of products are sold by advisers who use our services, the most commonly sold products sold are: Life and Critical Illness Cover (96%), followed by Income Protection (88%) and Mortgages (73%).
  2. 29% of Mortgages sold by advisers are without protection with the largest barriers to a sale being disinterest in protection (50%), the cost of cover (33%), or that the client already has protection (31%).
  3. Our overall  Net Promoter Score (NPS) - a measure out of 100 for how satisfied with our services users are - was +45 for 2018, an increase on the +30 we received in 2017.
  4. 85% of respondents felt that highlighting their client's personal protection risks would increase their protection sales. We're working on easier ways to help you do this with tools like our Mortgage and Protection Risk Report.

WHAT YOU TOLD US:

Many users told us they wanted added functionality when sourcing protection using the iPipeline services. We’re pleased to say that this functionality is already available via SolutionBuilder® – our enhanced protection tool:

  • ability to compare joint life against two single lives,
  • retain customer and quote data for longer than 30 days (currently up to 90 days within SolutionBuilder),
  • compare multiple solutions side by side.

We also discovered that many users are unaware that you can apply for your protection business directly from SolutionBuilder or Assureweb. By clicking ‘Apply’ in SolutionBuilder or Assureweb, it streamlines your process:

  • linking direct to the relevant provider extranet(s),
  • all client and quote data is pre-populated – no re-keying of data required,
  • terms and commission are not affected - applying direct from Assureweb or SolutionBuilder incurs no additional costs to you.

£500 GIFT CARD WINNER

Congratulations go to Steven Whitaker of Friends Advisers who was the lucky winner of the £500 gift card. Steven uses SolutionBuilder for his protection sourcing.