Commercial Express is committed to delivering exceptional service to our valued brokers. That’s why we’re happy to announce that our overall satisfaction score has increased from 8.00 to 8.12 out of 10.
This achievement is a testament to our team’s hard work and our dedication to making every interaction, service, and partnership the absolute best it can be. We couldn’t have done it without our brokers’ invaluable feedback and trust in our services. This achievement inspires us to keep pushing the boundaries of excellence to ensure our brokers’ success for years to come.
You can see a comparison below for both surveys and the scores in green are where we have improved. Additionally, we have added a brief overview of some of the improvements we have planned for 2024, which we hope will result in us achieving a score closer to 8.50.
Reduced Referral Rates
We have recently reviewed our question sets and referral log. Over the coming months, we will be making significant changes in order to reduce the number of referrals and improve the customer journey. Our priority is to revise the Residential and Commercial / Industrial Property Owners schemes along with the Liability Per Capita and Liability Wages & Turnover facilities.
Improving the Functionality of the System
Our IT department is always looking to improve the broker journey. By the end of the year, we hope to release a number of system improvements which will look to improve overall operational efficiencies and remove some of the long-standing workarounds that brokers have experienced by using the Assist platform.
CE Claims Proposition
In 2024 we will be launching the CE Claims Proposition. We are currently working with claims handlers to introduce a service-level agreement which will benefit both brokers and policyholders alike.