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  1. Surveys
  2. 2012
  3. December
  4. A
  5. Account Management Survey 2012 (Renee Mcclam)
 
Knowledge: Indicate the extent to which you agree that your Account Manager:
Strongly Disagree Disagree Neutral Agree Strongly Agree Not Applicable
* understands your plan of benefits
* understands the business needs of your company
* understands the service expectations of your company
* displays knowledge regarding SRC - Aetna products and services
* clearly explains report results
 
 
Professionalism: Indicate the extent to which you agree that your Account Manager:
Strongly Disagree Disagree Neutral Agree Strongly Agree Not Applicable
* actively listens to and acknowledges your issues and concerns
* provides appropriate verbal communication
* provides appropriate written communication
* works with you to develop a positive working relationship
 
 
Proactive Management: Indicate the extent to which you agree that your Account Manager:
Strongly Disagree Disagree Neutral Agree Strongly Agree Not Applicable
* monitors your account on an on-going basis
* communicates potential problematic issues
* provides viable alternatives to meet your business needs
* manages system conversions and changes in plan design in an organized manner
* sets realistic expectations regarding turn-around time
* sets realistic expectations regarding cost
 
 
Accessibility: Indicate the extent to which you agree that your Account Manager:
Strongly Disagree Disagree Neutral Agree Strongly Agree Not Applicable
* is available to you
* allocates appropriate time when meeting with you
* demonstrates flexibility with regard to schedule changes
* provides/communicates alternate contacts in the event of their absence
* advises you of schedule limitations
 
 
Responsiveness: Indicate the extent to which you agree that your Account Manager:
Strongly Disagree Disagree Neutral Agree Strongly Agree Not Applicable
* responds to your inquiries in a timely manner
* provides thorough responses to your inquiries
* follows through regarding outstanding issues/items
* solicits the assistance of SRC - Aetna product experts when needed
 
 
 
* In order for us to keep our records updated, please indicate the current number of eligible employees.
   
 
 
 
Please provide any other comments or suggestions.
   
 
Please contact [email protected] if you have any questions regarding this survey.
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