Fun Facts
What does NPS stand for?
Net Promoter Score
What is the range of NPS Survey scores that a customer can rate us from?
0-10
Who is responsible for Amica's NPS scores and well-being?
Everyone!
What group in the SE region is responsible to call out on retention or NPS surveys follow ups?
Outbound Team
What is the capital of North Carolina?
Raleigh
When was NPS invented?
2003
What category (Promoters, Passives, Detractors) does a 9 fall under?
Promoters
Who is the CX Owner(s) of your branch/office?
Raleigh - Luis
Southeast Region - Julie
What are some key points to discuss on Price objection?
Empathize, build rapport and Demonstrate value: Service, Reputation, Awards, (JD power), Financial rating A+.
Soar for More in 24, who won 4th place in for our SE Region?
Tanji Taylor
Who created NPS?
Fred Reichheld
What category (Promoters, Passives, Detractors) does a 6 fall under?
Detractors
How often are Amica insureds sent a transactional NPS Survey (Up to how many times per year do we send out NPS surveys to an insured)?
Up to once every six months
What is the response to an insured requesting to cancel a policy?
Seek to understand. Ask clarifying questions.
• Are they canceling for any specific reasons?
• Are they looking for something that Amica hasn’t provided?
• Offer an account review.
What is Raleigh Life goal?
560 Life's
What is Raleigh's NPS Goal?
78.2%
An employee's NPS score can range from
-100 to 100
List four different NPS categories.
Friendly and caring rep, Representative Knowledge, Ease to do Business, Time to Handle Request, Product Offerings, Price, Online Chat Functionality, Web, Other
What is a quick and an easy way to show you care and can be used for several different reasons?
Memorable Moments Cards
- Celebrating a milestone
- Congratulations
- Thanking our insureds
- Welcoming a new baby
- Thanking a Veteran and more!
What is the Raleigh Sales Goal?
545 Policies
What was our longest streak Detractor free in Raleigh?
74 days
How many surveys has Raleigh received as our latest update?
153 Surveys
What percentage of the 2023 Success Sharing bonus was attributed to NPS?
2%
What are recognized Red Flags if the insured ask this question?
• What is my annual premium?
• How can I lower my premium?
• When does my policy expire?
• What coverages do I have?
• Can you fax me a copy of my policy?
Where did Amica open its first branch office?
Boston in 1941
What is the latest NPS score for Raleigh?
83.0%
Provide 3 ways Customers can provide Feedback?
- VOC
- NPS
- Social media
- Welcome to Amica surveys
- Web user surveys
- DOI (department of insurance)
- BBB (better business bureau)
- Corporate complaints
What is the difference between Relationship and Transactional surveys?
For every policy we cancel. How many new policies do we have to write to replace it?
2
The company began issuing homeowners insurance in what year?
1956