Overall satisfaction is high When members and brokers were asked how satisfied they were with the Club overall on a scale of 1 to 10, the average member satisfaction score was a very high 8.14, well in excess of average satisfaction scores in the service sector.


The response from members was extremely positive with 16% of members giving the Club top marks and 56% of members scoring the Club at 8 or 9 out of 10. Less than 1% of those surveyed scored the Club’s performance below 5.


Broker scores were slightly lower but still very high with an overall satisfaction score of 7.58 with 57% of brokers scoring the Club 8 out of 10 or above.


Key features The survey asked members and brokers what they thought were the most important features of dealing with an insurer and how the UK Club performed on those features.


The message that came across clearly was that the Club’s international office network, expertise in dealing with members’ issues and understanding of the member’s businesses was something that members and brokers all rated highly in terms of importance to them.


The Club’s performance on these important measures was rated in excess of 8/10 by members and brokers. Other highly rated and important features included the Club’s Risk Management programme which scored 8.45/10 with members and 7.94 with brokers.


4 Brokers


Overall Club satisfaction


Mean Score: 7.58 7% 16%


Mean Score: 8.14


50%


56%


42% Members


42%


Scores out of 10 5-7


8-9


10 Fig 1: Broker and member average satisfaction scores 5


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