End client values CED with an 8.0!

In March of 2011 CED started a large-scale client-satisfaction programme amongst over 4500 clients under the project name Essence. Project Essence represents the essence of CED: our clients. The average satisfaction was assessed as 8.0 by the end clients. Far above the Nationale Tevredenheid Index (National Satisfaction Index), which is 7.2.

In collaboration with the renowned research office Effectory, CED carried out a baseline measurement in the first and second quarter of 2011 amongst a large section of its clients.

Because CED takes the interests of the various parties into account in its strategy and management, the survey was conducted at various levels. The following client groups were surveyed:

- Insurer/authorized representative at strategic (management) level;
- Insurer/authorized representative at operational level (claims advisor);
- Victim (party suffering the damage).

The four management aspects where CED scores most positively are friendliness (8.5), the client-oriented attitude of employees on the telephone (8.0), the representativity of its adjusters (8.8), and with regard to the statement “the adjuster spent time in handling my claim”, CED scores 8.4. Client relationships see CED as a professional organisation with qualitatively good employees. In the experience of clients the service of CED is competent, friendly and correct.

Additionally a number of improvement points have also emerged from the survey. The subjects on which CED scores the least positive are the provision of information during the claims completion, the speed with which complaints are solved and the response as regards content and suggested solution in the event of complaints. At an operational level the improvement points are translated into concrete improvement actions, in the short term. In addition to this, very valuable wishes and needs of the end client have emerged from the survey. These wishes and needs will be translated, within CED, into innovation projects. Now that the baseline measurement has been successfully concluded, in addition to the follow up of the results, project Essence will focus on the embedding of research into the daily processes.

The results of this survey are considered to be extremely valuable by CED. Therefore CED would very much like to thank all the participants in the survey for their cooperation.