CX/NPS Jeopardy

Fun Facts

100

What does NPS stand for? 

Net Promoter Score 

200

When was NPS invented? 

2003

300

Who created NPS? 

Fred Reichheld 

400

What is Raleigh's NPS Goal? 

78.2% 

500

What was our longest streak Detractor free in Raleigh? 

74 days 

600

What is the latest NPS score for Raleigh? 

 83.0% 

Cold Hard Facts

100

What is the range of NPS Survey scores that a customer can rate us from?

0-10

200

What category (Promoters, Passives, Detractors) does a 9 fall under?

Promoters 

300

What category (Promoters, Passives, Detractors) does a 6 fall under?

Detractors 

400

An employee's NPS score can range from

-100 to 100 

500

How many surveys has Raleigh received as our latest update? 

153 Surveys 

600

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  

NPS at Amica

100

Who is responsible for Amica's NPS scores and well-being? 

Everyone! 

200

Who is the CX Owner(s) of your branch/office? 

Raleigh - Luis 
Southeast Region - Julie 

300

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 

400

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

500

What percentage of the 2023 Success Sharing bonus was attributed to NPS?

2%

600

What is the difference between Relationship and Transactional surveys? 

• Relationship Surveys are sent to customers if they carry an auto (not misc auto) or home policy which have renewed in the past 8 months. 
• Transactional Surveys are sent to customers who have had a recent service or sales interaction with Amica.

Retention

100

What group in the SE region is responsible to call out on retention or NPS surveys follow ups? 

Outbound Team

200

What are some key points to discuss on Price objection? 

Empathize, build rapport and Demonstrate value: Service, Reputation, Awards, (JD power), Financial rating A+.   

 

300

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.

400

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!

500

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?

600

For every policy we cancel. How many new policies do we have to write to replace it? 

2

Raleigh/Amica

100

What is the capital of North Carolina?

Raleigh 

200

Soar for More in 24, who won 4th place in for our SE Region?  

Tanji Taylor

300

What is Raleigh Life goal?

560 Life's

400

What is the Raleigh Sales Goal? 

545 Policies

500

Where did Amica open its first branch office?

Boston in 1941

600

The company began issuing homeowners insurance in what year?

1956