client-satisfaction

Posts Tagged: client-satisfaction

2 posts found

Eric Spring: Turning Satisfaction Data Into Agency Growth (Part 2)

10/28/2021 · 6 min read

Part 2 of the Eric Spring conversation moves from the measurement framework into the action layer — how to use satisfaction data to drive retention decisions, referral programs, and the kind of service culture that produces Promoters instead of Passives.

client-satisfactionNPS

Eric Spring: Measuring What Matters — Agency Satisfaction and the NPS Framework (Part 1)

10/27/2021 · 6 min read

Most insurance agencies have a general sense of whether their clients are happy. Very few actually measure it. Eric Spring makes the case for why the Net Promoter Score is one of the most important metrics an agency can track — and what to do with the data once you have it.