ClearlyRated

““Defining CX under one numeric score can be challenging, but having a third-party expert involved makes data collection easier and more reliable while giving our feedback data more credibility,””

““The big four firms measure their NPS, and now JA Del Río can prove we play on the same field, matching or even exceeding their NPS scores,””

““It’s essential that we offer a good experience to our clients across the board. We want to be certain that both our Praxity partners and we, ourselves, are delivering that,” says Bernardo del Río, Managing Partner at JA Del Río. “This is why we’re so glad to gain the ability to measure our customer experience (CX).””

““When we have a business review with our clients, we are one step ahead, knowing where we need to improve and where we ‘shine,’””

““The best thing about integration is that you’re actually able to do the feedback you receive justice. Dispersing the survey responses with the Bullhorn Integration means you can give each response the attention it deserves.””

““We want to build a culture that honors the service standards that Apex was founded on. By monitoring and acting on the feedback we receive through ClearlyRated’s NPS surveys, we’re ensuring that we stay focused on our values as we continue to grow.””

““The way the ClearlyRated survey platform serves up questions to our clients makes it easy for them to complete the survey. It’s also easy for our internal teams to track and prompt responses from clients who haven’t yet completed the survey. Both of these factors have kept client participation and response rates high.””

““The ClearlyRated dashboard is so easy and intuitive to use. We can very easily run reports and filter real-time results by region, line of business, manager, or service leader. I can share side-by-side comparisons of the results, and set email notifications based on different criteria. Our team that administers the survey can do all of these things easily, on our own, but our ClearlyRated Customer Success Manager is always available to help with any questions or issues.””

““Our team is passionate about serving clients and helping them succeed. When we launched our first ClearlyRated survey, we took our first step towards a formal, direct feedback mechanism. We used the survey to understand: Are we delivering an outstanding experience? Where are we doing well? Where are we not?””

““The Shout Outs are really impactful—they provide clients the opportunity to help us celebrate our service people internally and give them the recognition they deserve. Beyond the morale boost that comes from hearing that recognition, both the Shout Outs and the testimonials captured through the survey have helped us identify and validate what our clients appreciate and value about us. It helps us to reaffirm our brand and better communicate the experience that prospects can expect to have with us.””

““We receive very few Detractor responses, but when they do come through we are able to very quickly mobilize and get in front of the client that is experiencing an issue. Identifying these issues enables us to bring in senior leadership to meet with those clients and take the time to get at the root of the problem they are experiencing. It gives us a real opportunity to save those accounts.””

““Another great thing about ClearlyRated is that they provide peer results and industry benchmarking , which can be difficult to obtain. It’s really helpful to know where we stand with our peers, and we can use that data to tout our great scores and service record.””

““Seeing the impact of this valuable client feedback, we realized it was critical to store these insights in the system where the rest of our team accesses client data—Salesforce. Extending access to survey results beyond the dashboard has amplified the actionability of the client feedback, and empowers our team members with valuable information that can impact their next conversation.””

““From a communications perspective, NPS has provided us with a metric to credibly demonstrate the level of service we provide. Every single NPS survey that we’ve launched since 2014 has scored us in the world-class range for service. Our most recent NPS based on our 2021 survey was 86.1%—far exceeding the insurance industry average of 34%. These metrics make it possible for us to tell our story in a way that provides proof of our claims of excellence.””

““Our primary goal when we launched our first survey was simple: get client feedback. We wanted to hear from our clients and to hear from as many of them as possible. We wanted to learn how we’re doing, and to uncover actionable insights that we could look to when striving for continuous service quality improvement. We pride ourselves on our service, and we want to ensure our customers are having an outstanding experience.””