Customer Experience Lifecycle - Self-Assessment Survey
  • Customer Experience Agency Assessment

    Customer Experience Agency Assessment

  • We have identified six touchpoints that comprise the Customer Experience Lifecycle. There are various technology-related steps that can/should occur within each touchpoint.

    Answer the questions that follow to determine your agency's strengths as well as where your agency may need to focus attention to provide an excellent Customer Experience.

    To achieve the most benefit from this assessment:

    • Approach each question considering your agency's depth of use of the technology solutions.
    • When answering, truthfully consider how often and how effectively you apply them.  

    ACT Resources to assist you where you might need help will be provided along the way.

    Don't worry about writing them down or saving them to a document. An email will be sent to you after completion, with a summary PDF of the questions asked, their answers, and the suggestions and links for all questions.

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    ACT intends to use the data from this assessment to provide the agency representative(s) completing the survey with insights and strategy to improve the digital interactions between their agency and customers, and also in an anonymous aggregated fashion to share overall statistics on digital implementations across our industry.

     Your response to this survey is entirely voluntary. If you are asked to provide your identity, or the identity of the organization on whose behalf you are responding, and do not wish to do so, you can still complete the assessment without this information but will not receive an emailed copy of the results.  If you provide any free-form responses, please refrain from entering sensitive, confidential, or proprietary information of any kind. You agree that any information or materials provided in your response will not be considered sensitive, confidential, or proprietary and ACT cannot be held responsible to protect any data provided in your responses.  All responses and data provided are subject to the security practices and Privacy Policy of JotForm (https://www.jotform.com/privacy/).

  • Discover 

    Is your agency where your clients and prospects search for insurance?

  • Our website is mobile friendly.

  • Today's consumers want a website that's mobile-friendly and easy to navigate. Your website should make it easy for prospects to submit an inquiry. Visit ACT's CX website "Discover" page for resources to help your website make a great first impression.

  • Our website has strategic content (such as an "About Us" page, content from Trusted Choice, reviews & testimonials).

  • By creating a content strategy, including a blog, you'll show new consumers your understanding of the marketplace and give policyholders a reason to come back to your website.  ACT's CX website "Discover" page has tips to help with posting relevant content. 

  • Our agency works to improve our website's SEO (Search Engine Optimization - the process of increasing the quantity and quality of website traffic).

  • Increase the visibility of your website to prospects looking for local agents or specialization based on their line of business needs. Find resources to help with that on ACT's CX website "Discover" page. 

  • We have a social media presence (Following and engaging clients, sharing relevant content, having complete profiles, etc.).

  • Social media presence for your agency is like an open door to your agency.  Learn and understand how you can do this easily by visiting ACT's CX website "Discover" page. 

  • Evaluate  

    Does your digital presence reflect your service and brand?

  • Our expertise is demonstrated (via blog posts, social media posts, etc.).

  • Use your website and social media presence to show potential clients you are an expert in your industry. ACT's CX website "Evaluate" page can provide quick and easy ways to make that happen. 

  • Our quality is showcased (via client testimonials, social media reviews, etc.).

  • Online reviews and testimonials can solidify your agency's value and abilities for potential clients. Learn how with resources on ACT's CX website "Evaluate" page. 

  • Our website includes a comparative rating system.

  •  Many consumers want to compare rate and coverage options before making a purchase. ACT's CX website "Evaluate" page offers various industry solutions available for agents to plug into their websites to do just that.  

  • Purchase 

    Have you made purchasing easier?

  • Our agency offers an online application process with minimal data entry points.

  •  Most consumers are used to completing quick web forms and want the same experience with their insurance. See the Purchase touchpoint page of ACT's CX website for ways to streamline the application process like automatic population of public information or "co-browsing" with your client. 

  • We offer e-signature options to our clients.

  •  See ACT's eSignature Best Practices and the Purchase touchpoint page of our CX website for resources to assist you in implementing this time saving, efficient solution for your clients. 

  • Our website has online chat assistance.

  •  Find links on ACT's CX website Purchase touchpoint page for tools that inform and enlighten regarding online chat and chatbots for your agency's website. 

  • Experience 

    Do you build a relationship with your clients throughout the year?

  • We have a mobile friendly website and offer ways for clients to self-service their accounts.

  • The Mobile Account Management section of ACT's CX website has tools to help you create and maintain the mobile-friendly website your clients expect.  

  • We ask our clients how they prefer to be contacted (text, email, phone).

  •  Leverage your agency management system to distribute communications in the manner your clients want and prefer. The Experience section of ACT's CX web page can provide direction.   

  • Our website offers content that is valuable and insightful to the clients with whom we want to do business.

  •  Resources to help you provide robust website content are available on the Experience page of ACT's CX website.    

  • We are proactive in recognizing our client's life changes such as birthdays and anniversaries.

  •  Consistent touches with your clients throughout the year help to solidify your relationship with them and open the door for offering additional insurance solutions as new needs arise.  Tools to help are available on the Experience page of ACT's CX website.    

  • Local community involvement, such as hosting and promoting community building activities, is a part of our agency's culture.

  •  Learn ways to highlight your agency's commitment to your local community. Visit the Experience page of ACT's CX website.    

  • Our claims handling process is clear to our clients and offers them "ease of doing business" options like 24/7 reporting.

  •  The Experience page of ACT's CX website has information on creating a claims communication plan as well as other resources to make your client's claims experience a positive one.    

  • Renew 

    Do you assess your client's needs and modify service to meet those needs?

  • We are proactive with renewals (such as updating customer profiles, providing rate increase explanations, etc.).

  •  Reaching out to your clients prior to their renewal can mean the difference between retaining or losing their business. Your agency management system likely has features to make this process more efficient.  The Renew page of ACT's CX website can help you locate more on this topic.

  • We provide the opportunity for our clients to provide testimonials and/or Net Promoter Scores in the months leading to renewal.

  •  Testimonials and reviews cement relationships with your clients. Receiving positive feedback minimizes the likelihood they will move their business.  Being aware of a negative review provides an opportunity to reach out and correct the problem. The Experience page of ACT's CX website has resources to make this process easy.     

  • Refer 

    Do you ask for online reviews and referrals?

  • We provide an easy process for clients to provide reviews and referrals.

  •  Tips for getting the most out of reviews and referrals are available on the Refer page of ACT's CX website. 

  • Our agency provides video testimonials on our website and social media.

  •  Video testimonials can be the most effective type of review. Resources for making this marketing tool quick and easy can be found on the Refer page of ACT's CX website.  

  • We mention our clients and offer testimonials in our website blog posts.

  •  Clients may welcome a mention or testimonial on your blog. The Refer page of ACT's CX website has resources to make this process easy.     

  • Assessment Score 0 - 7 

    There are additional opportunities to improve your technology processes and customer experience. Your agency can benefit from the resources ACT's Customer Experience website has to offer.  Be sure to review your summary email for links to resources that will help you learn more ways to bring technology processes into your workflow for better efficiency. 

    Assessment Score 8 - 14 

    Your agency has a great start on using digital tools to provide your clients with a great customer experience. The ACT Customer Experience website can help your agency expand your technology processes for better efficiency and an even better customer experience.  Be sure to review your summary email for links to resources that will help you learn new ways to enhance your existing technology processes.

    Assessment Score 15 - 21

    Congratulations! This assessment confirms that your agency is offering your clients a robust customer experience.  Be sure to review your summary email for links to resources that will advise you on how to enrich and enhance your existing technology processes.  The ACT Customer Experience website can also help your agency take their technology processes to the next level of excellent customer experience. 

     

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    After you submit your assessment, you will receive an email with a summary of your responses along with tips and links to ACT resources.

     

    Please contact us at act@iiaba.net
    with any questions.

  • Agency Size - # of Employees
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