Fun Facts
The acronym, NPS, measures customer experience and predicts business growth, it stands for...
Net Promoter Score
Nine falls under this category (Promoters, Passives, Detractors)...
Promoters (score 9-10) - are loyal enthusiasts who will keep buying and refer others, fueling growth.
These Amica employees are responsible for Amica's NPS score.
Everyone!
This group in the SE region is responsible to call out on retention or NPS surveys follow ups.
Outbound Team
This city's capitol building is considered one of the best-preserved examples of Greek Revival architecture in America...it is also called the City of Oaks.
Raleigh, NC
The year NPS was invented, which was the same year "The Return of the King", 3rd and final film in the Lord of the Rings series.
2003
Six falls under this category (Promoters, Passives, Detractors)...
Detractors (score 0-6) are unhappy customers who can damage your brand and impede growth through negative word-of-mouth.
This individual is currently the Customer Experience (CX) NPS liaison for the Raleigh Regional Office.
Raleigh - Luis
These are the key points to discuss on Price objections.
Empathize, build rapport, Demonstrate value: Service, Reputation, Awards, (JD power), Financial rating A+.
This representative, in the Raleigh Office, won 4th place in Soar for More in 24 for the SE Region.
Tanji Taylor
This company has the highest NPS ranking in the insurance industry...
Amica at 73%! Competitors...USAA 61%, AAA 46%, State Farm 42%, Geico 38%, American Family 37%, Allstate 34%, Liberty Mutual 31%, Nationwide 25%, Travelers 21%, & Farmers 20%
This is the number of surveys Raleigh has received to date for 2024...
153
This is the number of times Amica sends NPS transactional surveys to an insured during a calendar year.
Up to once every six months
Name a response we can offer 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.
This is Raleigh's Life goal for 2024...
560 Life's
This is Raleigh's current NPS score.
83.2%
This would be the Success Sharing Bonus according to current results and year-end projections...
15.25%!
List three 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.
This is an added personal touch to show our customers we care and can be used for several different reasons...Savannah just won this contest!
Memorable Moments Cards
- Celebrating a milestone
- Congratulations
- Thanking our insureds
- Welcoming a new baby
- Thanking a Veteran and more!
This is Raleigh's Sales Goal for 2024...
545 Policies
Raleigh's longest Detractor free streak.
74 days
Using a scale from 0-10, NPS is calculated by using the answer to this key question...
How likely is it that you would recommend Amica to a friend or colleague?
This NPS percentage contributed to our Success Sharing Bonus in 2023.
2%
This is the number of new policies we must write in order to replace a policy we cancel.
2
Amica opened their first branch office in this city.
Boston, Massachusetts (1941)
The origins of NPS stems from a Harvard Business Review article entitled: "The One Number You Need to Grow". It was created by...
Fred Reichheld
Customers can provide Feedback in these three ways.
- VOC
- NPS
- Social media
- Welcome to Amica surveys
- Web user surveys
- DOI (department of insurance)
- BBB (better business bureau)
- Corporate complaints
This is the difference between Relationship and Transactional surveys.
These are recognized as Red Flags if the insured asks these questions.
• 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?
The company began issuing homeowners insurance in this year...
1956