Agencyport reveals increase in customer satisfaction

LONDON, UK: Agencyport Software, a leading provider of software and services to the global insurance and reinsurance industries, announced the results of its annual customer satisfaction survey and is delighted to report overall increased levels of satisfaction.

In comparison to last year's survey, 70 percent of indicators are trending upward, driven by improvement in the key areas of support, structure and culture.

Agencyport is the only UK insurance software provider to conduct a formal independent customer satisfaction survey. The survey results are presented back to clients at the Agencyport OPEN Forum, this year taking place on 25th February.

Agencyport commissioned a third-party consultancy firm, Tachbrook Consulting, which applies the net promoter score methodology to its findings. 45 interviews with Agencyport customers took place - among them leading global insurers, reinsurers and MGAs in the Lloyd's, London, specialty lines and health markets. Continuing the year-on-year improvement trend, Agencyport gained an overall score of 7 out of 10.

Phil Race, MD, Agencyport Software Europe, said: "The survey is an important means of gaining an objective perspective on all aspects of the business. I am delighted that over 60 percent of clients participated this year - the highest so far. The findings are an instrumental guide for our strategy.

"Last year's results focused us on increasing the amount and variety of communication and further investing in operational systems, new team members and training with the aim of improving quality of service and increasing support expertise. It is therefore encouraging to see customer satisfaction in these areas has risen this year.

"It is critical that we focus on continuous improvement. This survey ensures we remain diligent and respond to the feedback of our clients. Our mission is to "make the business of insurance more efficient through technology innovation" and 2013 was about developing our product suite and continuing our focus on delivery and service.

"We now support over 70 customers, have passed the significant milestone of 50 OPEN Xposure clients and are in the process of delivering one of our largest health insurance projects to date. This success means we can further increase our investment in the OPEN Foundation, the OPEN Core Platforms and OPEN Xposure for the benefit of our clients."