TT Club Customer Satisfaction Survey


  • Date: 15/12/2004

15 December 2004

Over the last two years we have undertaken extensive research to assess the level of customer satisfaction with TT product and service. This has involved phone interviews with Members and brokers drawn from a random sample of our database.

The aim of this project was twofold: to obtain feedback which can be used as a key performance indicator for the TT Board, and to provide information which can assist in helping to refine and improve upon existing products and services, while providing direction for future development.

The interview questions addressed all aspects of TT operation, including: underwriting, claims, quality of advice, cover, documentation, risk management, administrative support, credit control, visual identity and website service. Questions were also asked about communication and accessibility of staff.

We have been pleased with the level of interest shown by our Members and brokers in this project and are grateful to everyone who has taken part. The results have been largely positive. In the last four phases of interviews spanning 18 months, the average score for “overall satisfaction” levels expressed as a percentage was 85%, taking all factors into consideration. The sample graph below illustrates improvements made during the period of the survey.

Whilst the value of this project is evident we will continue to monitor satisfaction levels in 2005 and beyond utilising a shorter, improved process that focuses on the main areas of importance identified by you, our Members and brokers.

To find out more about TT’s Customer Satisfaction Survey please log into the My TT Club area.

ENDS

Notes for editors:
The TT Club is the international transport and logistics industry's leading provider of insurance and related risk management services. Established in 1968, the Club's membership comprises ship operators, ports and terminals, road, rail and airfreight operators, logistics companies and container lessors. As a mutual insurer, the Club exists to provide its policyholders with industry-leading benefits, which include specialist underwriting expertise, a world-wide office network providing claims management services, and first class risk management and loss prevention advice. www.ttclub.com

For further information please contact:
Louise Bradley, E-Commerce Director, TT Club
Tel: +44 (0)20 7204 2169
E-mail: louise.bradley@thomasmiller.com
www.ttclub.com

A full archive of all TT Club news releases and photographs is available from the ISIS Communications Press Room at www.isiscomms.com

Through Transport Mutual Insurance Association Limited and TT Club Mutual Insurance Limited, trading as the TT Club. TT Club Mutual Insurance Limited, registered in the UK (Company number: 02657093) is authorised by the Prudential Regulation Authority and regulated in the UK by the Financial Conduct Authority and Prudential Regulation Authority. In Hong Kong, TT Club Mutual Insurance Limited is authorised and regulated by the Hong Kong Insurance Authority, in Singapore by the Monetary Authority of Singapore and in Australia by the Australian Prudential Regulation Authority. In the United States, TT Club Mutual Insurance Limited is approved as a surplus lines insurer in all states and is accessible through properly licensed surplus lines brokers. The registered offices are: 90 Fenchurch Street, London, EC3M 4ST.

Through Transport Mutual Insurance Association Limited, registered in Bermuda (Company number: 1750) is authorised and regulated in Bermuda by the Bermuda Monetary Authority and is authorised in the UK by the Prudential Regulation Authority and regulated in the UK by the Financial Conduct Authority and Prudential Regulation Authority.

The UK VAT Identification number for Through Transport Mutual Insurance Association Limited is: GB 564 5244 35 and for TT Club Mutual Insurance Limited is: GB 564 3375 30. The Italian VAT Identification number for TT Club Mutual Ltd is: 03627210101.