Measuring performance to improve service at Miramar

Measuring performance to improve service at Miramar

As a broker that does business with Miramar, you may have been contacted to participate in a survey about your interactions with us.  

Miramar southern region manager, James Fitzpatrick, says the surveys are part of a Steadfast Underwriting Agency broker service review process, which began in October 2019.

As Mr Fitzpatrick explains, the results from the feedback captured are being implemented to improve the service Miramar provides to its brokers.

“This initiative was launched to help us get a sense of our interactions with our brokers, how effectively we’re servicing them, what we’re doing well and what we could improve on,” he says.

“The focus is around the level of service we’re providing, which is what we see as our differentiator in the market.”

How the broker service reviews work

Mr Fitzpatrick says that a sample of brokers are selected from a cross-section of transactions and approached to participate in the survey.

“No broker will be approached more than two times a year for feedback as we appreciate that everyone’s time is valuable,” he adds.

Questions are focused on service, and range from new business to renewal interactions, as well as also covering feedback on claims, systems, platforms and automation.

The process used to quantify the results is based on the Net Promoter Score (NPS) benchmark, which is a metric that calculates how likely a survey respondent would be to recommend a company, product or service to a friend.

“NPS is widely used in business so we can benchmark our performance against other business both within the Steadfast Underwriting Agency family and externally,” Mr Fitzpatrick says.

“This process is helping us to benchmark ourselves as a business but we’ve also extended it to incorporate feedback at an underwriting or one-on-one level.  For example, if we identify something that a staff member is doing well, we can have them mentor others in the business to replicate that, thereby improving the outcome for all of our clients.”

Next steps

The reviews have been running for almost two years, which, Mr Fitzpatrick says, is providing a solid foundation of data.

“We can now look at what we’re doing well and what we can improve on and use that to formulate our strategy, begin to identify any trends and consider whether any changes need to be made.”

Mr Fitzpatrick says the questions asked in the survey are constantly reviewed to make sure that the information being captured is both valuable and relevant.

“We see this process as invaluable because it gives us an opportunity to extend our engagement with our customers, gauge how effective we are, communicate with them about Miramar-specific initiatives and demonstrate that we value their opinion.”

For more information about our how we’re using the NPS review process to improve broker service you can contact us on 02 9307 6600 or email us at property@miramaruw.com.au or liability@miramaruw.com.au.

Miramar Underwriting Agency Pty Ltd (ABN 97 111 534 797, AFSL 314176) acts under a binding authority as agent for the insurers of the products: certain underwriters at Lloyd’s; HDI Global Specialty SE- Australia (ABN 58 129 395 544, AFSL 458776) and Zurich Australian Insurance Limited (ABN 13 000 296 640, AFSL 232507). The insurers may act individually or as co-insurers. Please review the particular product which sets out the insurer(s).

The information in this blog is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavour to provide accurate and timely information, we do not guarantee that the information in this blog is accurate at the date it is received or that it will continue to be accurate in the future.