A review of Brighton and Copenhagen's satisfaction survey results | Wednesday,17 Feb 2010

We’re now ready to share the annual Group Secretary Satisfaction survey results for Brighton and Copenhagen. The survey was distributed by post and email between October and December 2009 and we received 299 responses.

Brighton Group Secretary Satisfaction Survey – 2009 Results

A large proportion of Group Secretaries surveyed rated us as either ‘excellent’ or ‘very good’.
Levels and drivers of satisfaction remain very similar to previous years:

Friendliness of staff remains the key reason why members say they are satisfied with overall service. Some areas that were identified as weak areas have now been improved upon with the implementation of new projects. Consistent improvements in the awareness and enthusiasm towards CorporateWorld are evident.

The customer has recognised the improvements we’ve made with renewals and the direct company service proposition. The big message is that we still have a lot more to do on First Time Resolution and accuracy, and we need to work together to significantly improve these scores.

Copenhagen Claimants’ Satisfaction Survey Results 2009

The survey was distributed by post and email between October and December 2009 and we received 230 responses. 

In summary, overall service ratings for 2009 remain high:

72% of claimants surveyed rating us as either ‘excellent’ or ‘very good’. This is a 7% drop since last year.  First contact (first time resolution) has gone up by 14%.
Overall 50% will definitely renew, this is 9% lower than last year, primarily due to E-Claimants, who made up 43% (100) of the 230 total responders. 

75% of claimants were satisfied with the claims service, this is a 3% decline from last year, partly because there were less new claimants this year, who tend to be particularly positive.
The time taken to process payment vs. claimants’ expectations is the key factor for positive claimants.

In conclusion ratings have been affected by the increasing number of E-Claimants, who have have higher expectations and expect to receive payment more quickly than other claimants. In turn, this leads to lower satisfaction scores. To address this, we need to manage expectations and educate E-claimants about how to ensure the swiftest service.