Dear Valued Broker

Re: Senate Business Quality Survey

In true Senate style we are constantly scrutinizing every aspect of our service levels to you and are committed to eradicating any practices found to be anything less than excellent.

To assist us in this necessary exercise, I would appreciate if you could spare a minute or two of your valuable time to complete our Quality Survey assessment. Your independent feedback will enable us to accurately pinpoint any specific areas needing increased attention, thereby further improving our service levels.

Please use this opportunity to inform us about anything that you feel is lacking or anything that you would like to see improved.

Please feel free to submit your answers and feedback anonymously, if you so wish.

I thank you in advance for your valued assistance in this regard. Please contact me if you have any questions regarding this survey.

Kind regards,

CLINT JANSSEN
MANAGING DIRECTOR

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QUALITY SURVEY / QUESTIONNAIRE
Instructions for completion Kindly complete the attached questionnaire by simply indicating your response to the statement or question as bad, average, good or excellent. Your valued assistance in this regard is appreciated.
Click here for a printable version >>
Section 1 - Reception / Telephone Service
Incoming calls are answered promptly		Bad Average Good Excellent
The following staff members are usually available to take your call
	Clint	Bad Average Good Excellent
	John	Bad Average Good Excellent
	Wayne	Bad Average Good Excellent
	Debbie	Bad Average Good Excellent
	Joanne	Bad Average Good Excellent
Alternatively if you need to leave a message, are these returned promptly?
	Clint	Bad Average Good Excellent
	John	Bad Average Good Excellent
	Wayne	Bad Average Good Excellent
	Debbie	Bad Average Good Excellent
	Joanne	Bad Average Good Excellent
The general telephone manner is professional and friendly		Bad Average Good Excellent
Other information and/or requests
Section 2 - Underwriting Department
Quotes are provided for you promptly.		Bad Average Good Excellent
The differences in quoted options are easy to understand.		Bad Average Good Excellent
General underwriting queries are responded to promptly.		Bad Average Good Excellent
Terms quoted are generally competitive.		Bad Average Good Excellent
Confirmations of cover are provided promptly.		Bad Average Good Excellent
Policy schedules are easy to understand.		Bad Average Good Excellent
You receive posted policy documentation promptly.		Bad Average Good Excellent
Renewal notices are received on time.		Bad Average Good Excellent
Underwriting staff are open to unusual quote requests.		Bad Average Good Excellent
Underwriting staff are competent and knowledgeable.		Bad Average Good Excellent
Underwriting staff are helpful and friendly.		Bad Average Good Excellent
Other information and/or requests
Section 3 - Claims Department
Claims notifications are quickly responded to.		Bad Average Good Excellent
You are kept up to date on claims progress/status.		Bad Average Good Excellent
Claims queries are responded to on time.		Bad Average Good Excellent
Letters/faxes are easy to understand/clearly communicated.		Bad Average Good Excellent
Assessors used are competent and friendly.		Bad Average Good Excellent
Claims are settled fairly.		Bad Average Good Excellent
It is possible to reach an amicable agreement in the event of a problem claim.		Bad Average Good Excellent
Payments are made promptly following signed agreement of loss.		Bad Average Good Excellent
Claims staff are helpful and friendly.		Bad Average Good Excellent
Other information and/or requests
Section 4 - Accounts Department
Premium Bordeaux (credit brokers) are received promptly.		Bad Average Good Excellent
Commission Bordeaux (cash brokers) are received promptly.		Bad Average Good Excellent
Premium payments records are clear and correct.		Bad Average Good Excellent
Accounts queries are promptly and efficiently handled.		Bad Average Good Excellent
Debit orders (cash brokers) are efficiently/correctly processed.		Bad Average Good Excellent
Accounts staff are helpful and friendly.		Bad Average Good Excellent
Other information and/or requests
Section 5 - General
The general service received is efficient and professional.		Bad Average Good Excellent
Senate management is amicable if a problem arises.		Bad Average Good Excellent
A professional and pleasant business relationship has been developed.		Bad Average Good Excellent
Other information and/or requests
Would you like to receive product- and general insurance news via your e-mail address?		Yes No
THANK YOU FOR YOUR VALUABLE TIME
Company Name:
Full Name:
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