Your Feedback Matters: PLM’s NPS Surveys

Your Feedback Matters: PLM’s NPS Surveys

For the past couple of years, PLM has implemented NPS surveys in our processes. This initially started as a touchpoint with our customers and brokers to see how their experience with PLM was going. We continually refine this program to expand it through identifying different interaction points and personalizing the surveys beyond just the department but down to specific individuals you may have communicated with.

For PLM customers, in addition to periodic check-ins during their policy period, any significant interaction they have with our people, we follow up with an NPS survey. This includes things like:

• Business Development Representative visits to your business
• A completed loss control survey or Anytime Risk Management (ARM) survey
• Calls to our Customer Service Department
• A closing of a claim

So, what does the NPS survey look like?

The NPS surveys are sent from NoReplySurveys@plmins.com with the subject line “Tell us about your experience at PLM”.  The subject may also identify a specific name of a person you interacted with such as “Tell us about your experience with Erin at PLM”.

Below is what the email looks like in your inbox. 

When you click the button to start the survey, it will take you to the survey page where we ask you two simple questions as seen here.

Finally, there is an optional section at the end to share any specific feedback that you would like.

 

So, why are NPS surveys important?

We use the NPS metric to measure overall customer loyalty and satisfaction by looking at a customer’s likelihood of recommending us to others. It helps us get a snapshot of our performance and customer experience. This is a score that we review and report on a weekly basis. Over the last month, we averaged around 88.3, well above the industry average.

However, more importantly, our goal is to understand what matters to our customers and their businesses, and to create a custom experience for them. That’s why we want to hear directly from our customers.

We welcome their honest feedback to learn of ways to improve. We want to know about their experience with us at the employee, departmental, and organizational level. Most recently, many of the comments we received on our NPS surveys talked about confusion around our invoices and billing process. Taking this feedback, we have since improved the design of our invoices, which you can learn more about in a separate article in this newsletter.

All feedback, both positive and negative, is reviewed by our people. Any negative feedback is immediately addressed and followed up on towards a resolution.

Next time you see an NPS survey from PLM in your inbox, please consider taking a few moments to let us know how we’re doing!