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Cooke & Mason plc achieve a 90%+ satisfaction score - June 2011
The latest customer satisfaction survey carried out by Cooke and Mason focused on our claims service.
We are happy to confirm it produced a pleasing set of results. Highlights include...
100% of clients rated the quality of communication by the Cooke & Mason claims staff as either very good or excellent.
87.5% of clients rated the speed in which their claim was dealt with as either very good or excellent.
100% of clients rated the helpfulness of Cooke & Mason claims staff as either very good or excellent.
87.5% of clients rated the overall service provided by Cooke & Mason claims staff as either very good or excellent.
Comments from clients included “Friendly and helpful staff”, “quick and prompt response”, “very good communication”, “Staff were able to fully understand our position and view point and act swiftly to mitigate our loss”, “the speed in which the claim was dealt with was particularly good”.
However, rest assured we cannot and will not rest on our laurels because 66% of respondents, who have a say in the renewal of their company’s insurance portfolio, stated that the service provided by our claims team affects their attitude towards renewal.
A big thank you to all of you who completed the customer service questionnaire. Your feedback and time is greatly appreciated.
Finally, congratulations go to survey respondent Steve Hadfield of Ranger Equipment whose name was “pulled out of the hat” and who is the lucky winner of a fantastic iPod Nano.
