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  5. Voice Of Broker Survey ( VOB )

Voice Of Broker Survey ( VOB )

Bupa International Voice of Broker Survey ( VOB )
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1. Hello:


This survey aims at measuring our brokers overall satisfaction level , and giving them a chance to express their opinions/suggestions .

Your survey responses will be strictly confidential and data from this research will be reported only in the aggregate. Your information will be coded and will remain confidential. If you have questions at any time about the survey or the procedures, you may contact Heba Gamal at : [email protected] .

Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below.
 
 
 
2. How long have you been working with Bupa as an intermediary ?
 
Less than 6 months
 
6 months to 1 year
 
1 to 3 years
 
3 to 5 years
 
5 years or more
 
 
 
3. Which of our teams do you deal with ? Select all that apply.
 
Service advisory ( membership )
 
Service advisory ( medical )
 
Claims
 
Sales
 
Loyalty
 
Service support
 
Admin
 
Other ( please secify )

 
 
 
4. How frequently do you contact us?
 
Every day
 
Every week
 
Every 2 - 3 weeks
 
Every month
 
Every 2 - 3 months
 
Every 4 - 6 months
 
Once or twice a year
 
 
 
5. How would you rate your level of satisfaction with us?
 
Highly satisfied
 
Somewhat satisfied
 
Neutral
 
Somewhat dissatisfied
 
Highly dissatisfied
 
 
6. How much do you rate us on the following attributes?
Well Below Average Below Average Average Above Average Well Above Average
Customer service
Professionalism and knowledge of our staff
Friendliness of our staff
Accessibility to our cusomer service number 16816
Support to our brokers
Listening to our brokers' feedback
General updates and frequent contact with our brokers
Our internal processes and business rules
Turnaround time for cases resolution
Quality of {PRODUCTS/SERVICES}
Understanding customers' needs
Sales staff
User friendly website
 
 
7. Comment:
   
 
 
 
8. How likely are you to continue doing business with us?
 
Very likely
 
Somewhat likely
 
Neutral
 
Somewhat unlikely
 
Very unlikely
 
 
 
9. How likely is it that you would recommend our [PRODUCTS/SERVICES] to a friend or colleague?
 
Very likely
 
Somewhat likely
 
Neutral
 
Somewhat unlikely
 
Very unlikely
 
 
 
10. What suggestions do you have or improvements you would like to see happening ?
   
 
 
 
11. What do you think of the effeciency of the service level agreements (SLA) between us ? and what do you think can make it better ?
   
 
 
 
12. Please mention one or more of the most frequent feedbacks you receive from cusomers , that is related to our service whether in Egypt or UK offices
   
 
 
 
13. When you hear our business' name what main idea comes to your mind ? ( something we stand for )
   
 
 
 
14. Describe the level of support you think our website ( Intermediary World ) has added to your daily work , and your ability to answer customers queries
 
Well below average
 
Below average
 
Average
 
Above average
 
Well above average
 
 
 
15. If you have used our broker Academy , how would you rate it ?
 
Well below Average
 
Below average
 
Average
 
Above average
 
Well above average
 
 
 
16. What best describes the quality and frequency of training provided to your staff from our end ( if applicable ) ?
 
Well below average
 
Below average
 
Average
 
Above average
 
Well above average
 
NA
 
 
 
17. Which business area are you working at ?
 
Customer service
 
Membership
 
Medical team
 
Sales
 
Management
 
Marketing
 
Admin
 
Other ( please specify )
 
Thank you for your feedback . For any inquiries regarding the survey , please contact : [email protected]
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