Internal Underwriter Survey - Dale Laidlaw

This internal customer satisfaction survey has been developed to establish how satisfied our internal customers (underwriters) are with the Risk Engineering Team and the individual Risk Engineering Consultants
The three areas that have been focussed on are:
- Account Management
- Communication
- Productivity

Account Management

Are all aspects of account management handled and managed by the Account Engineer? If not, what could be improved upon?

When necessary, do you feel that the engineer tailors his risk improvement recommendations to the client’s specific exposures and works with the client on alternatives if the recommendations are unable to be completed?

Communication

Is engineer readily available to discuss any technical queries in relation to his accounts?

Does engineer in both written and verbal form deliver his recommendations in an easy to interpret manner to the client/broker in Risk Management meetings etc?

Does the engineer discuss his finding from the survey with you when he returns to the office?

Do you feel well-informed on all aspects of the risk engineering of the REC's accounts?

Is the engineer proactive in following up completion of risk improvements ensuring responses are available to the underwriter prior to renewal?