18Jan 2018

Voice of the Customer Survey Results Are In

The results are in, and the news is good!  Nearly 900 brokers and over 4,000 policyholders completed our 6th annual Voice of the Customer survey, giving us feedback to help State Fund make improvements across the organization. The survey offers an opportunity for our customers and business partners to rate their experience using our services. Below are some survey highlights.

Broker Impressions

Overall broker’s felt a 5% to 10% improvement across the board. Here’s where we received the most positive feedback:

  • Application process has become simpler, faster and more efficient
  • Commissions and pricing are more competitive
  • More brokers now report they consider or prefer State Fund as a carrier for their clients

Policyholder Impressions

Policyholder satisfaction increased by 2.5 %. The following key areas showed improvement:

  • Price competitiveness
  • Quote process efficiency
  • Simplified billing process

Overall Impressions

Many of you have told us doing business with State Fund has become easier. Some of the specific steps we took made a big difference such as expanding our payroll reporting options and lowered deposit requirements, redesigning our final bill and launching our billing services unit to help clients more effectively with billing questions.  We will continue to get even better and we appreciate your ongoing feedback and support.

State Fund’s Voice of the Customer Survey Response Winner – Kathy Marey from ABD Insurance & Financial Services

State Fund Senior Marketing Representative Bonnie Lee presents the Voice of the Customer Survey respondent’s prize to Kathy Marey at our November 16, 2017  Broker Appreciation Event.


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