 |
|||||||
|
|||||||
|
Satisfaction Survey Shows Members Extremely Positive About Conventus Experience
(Woodbridge, NJ) September 1, 2006 — The results are in on Conventus Inter-Insurance Exchange’s first ever Member Satisfaction Survey. The survey was sent as part of the regular quarterly member newsletter mailing to Conventus member-owners at the end of May. A follow-up fax reminder was sent in July to members for whom Conventus had a fax number, asking them to submit their responses if they hadn’t already. When all the responses were tallied, the results showed that members are overwhelmingly positive about Conventus. The survey polled Conventus member-owners on their level of satisfaction with each of the Exchange’s five functional areas – Sales, Underwriting, Accounting, Risk Management and Claims – asking them to rate the staff of each area on their promptness of service, knowledge, courtesy and availability. Members were asked to rate their level of satisfaction on a scale from 5 (extremely satisfied) to 1 (extremely dissatisfied), and were free to skip questions or sections on which they had no opinion or had had no interaction. Sales, Underwriting and Risk Management all received similar very strong ratings: 90–92% Satisfied or Extremely Satisfied, 6–7% Neutral and 2–3% Dissatisfied. Accounting received Satisfied or Extremely Satisfied ratings from 83% of respondents, with 16% Neutral and only 1% Dissatisfied. A large number of survey respondents hadn’t had any interaction with Conventus’ Claims Department and therefore left those questions blank. Of those that responded, two-thirds were Extremely Satisfied with their experience and the remaining third were Neutral. Members were also asked to rate their overall satisfaction with Conventus and whether they would recommend the company to others. When asked to rate their satisfaction with their overall Conventus experience, 96% of respondents reported they are Extremely Satisfied to Satisfied and the remaining 4% were Neutral. When asked if they would recommend Conventus, 74% said Definitely, 21% said Likely and 5% said Maybe. Neither question received any negative responses. “We are very happy with the results of the 2006 Member Satisfaction Survey,” said Conventus President John Karlen. “Obviously, our goal is 100% Satisfaction, but the responses were very positive on the whole and, along with the comments and recommendations members provided, will help us to continue to improve our members' company. These results also bode well for the company’s future. Positive word of mouth is crucial to the Conventus’ growth as physicians are more likely to trust and value the recommendations of other physicians.” “As a physician-owned and governed company, it is very important to know if we are meeting the needs and the expectations of the membership," Karlen continued. "Their feedback will help us in our quest to continually improve our service and our member experience. We plan to survey the membership every year, so we hope everyone will always find the time to participate.” About Conventus Inter-Insurance Exchange Conventus Inter-Insurance Exchange is a not-for-profit, non-assessable reciprocal insurance exchange providing medical professional liability insurance to New Jersey physicians in private practice. Conventus is the only company in the state that is both owned and governed by its members, but is managed by experts in the property and casualty insurance industry. The management team at NIP Management Company, the Exchange’s Attorney-in-Fact, has extensive experience in medical professional liability insurance and in managing underwriting results for companies similar to Conventus.
|
