Monthly Status Survey
At the start of each month, we write to all brokers who have cases that completed in the previous month. We ask them to give us marks out of 10 for 13 key service standards, plus any comments.
Monthly Service Survey Rolling Year to Date Scores:
| Questions | Feb 13 | Mar 13 | Apr 13 | May 13 | Jun 13 |
Jul 13 | Aug 13 | Sep 13 | Oct 13 | Nov 13 | Dec 13 | Jan 14 |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Offers a range of products to meet your client's needs* | - |
- |
- |
- |
8.40 | 8.37 | 8.50 | 8.23 | 8.22 | 8.49 | 8.11 | 8.49 |
| Speed of acknowledgement of application | 8.14 | 8.53 | 8.07 | 8.09 | 7.96 | 7.59 | 8.11 | 7.81 | 7.44 | 7.64 | 7.75 | 8.31 |
| Clarity of our evidence and income requirements | 7.38 | 8.02 | 7.52 | 7.10 | 7.51 | 7.48 | 7.79 | 6.50 | 7.44 | 7.18 | 7.40 | 7.52 |
| Information provided by us during application process | 7.19 | 7.59 | 7.22 | 6.93 | 7.36 | 7.36 | 7.69 | 6.41 | 7.18 | 7.00 | 7.08 | 7.45 |
| The confidence you have in our ability to deal with your application* | - |
- |
- |
- |
7.45 | 7.38 | 7.62 | 7.05 | 7.32 | 6.91 | 6.95 | 7.67 |
| Speed to offer | 6.79 | 7.21 | 6.97 | 6.28 | 6.78 | 6.73 | 7.23 | 6.64 | 6.64 | 6.23 | 6.87 | 7.05 |
| Accuracy of paperwork and offer | 8.34 | 8.23 | 8.28 | 8.16 | 8.47 | 8.25 | 8.55 | 8.08 | 7.94 | 8.05 | 8.34 | 8.93 |
| Speed of answering telephone | 7.70 | 7.84 | 7.59 | 7.51 | 7.79 | 7.60 | 7.79 | 7.69 | 7.57 | 7.44 | 7.76 | 7.95 |
| Knowledge of our personnel | 7.63 | 8.23 | 8.01 | 7.76 | 8.18 | 7.94 | 8.23 | 7.90 | 7.74 | 7.88 | 8.03 | 8.34 |
| Helpfulness of our personnel | 8.01 | 8.42 | 8.26 | 8.09 | 8.35 | 8.22 | 8.53 | 8.20 | 7.97 | 8.15 | 8.25 | 8.28 |
| Calls returned within agreed timescales/in good time | 7.58 | 8.03 | 7.65 | 7.59 | 7.92 | 7.74 | 7.97 | 7.70 | 7.66 | 7.62 | 7.69 | 8.12 |
| Overall satisfaction with handling of your business | 7.41 | 7.74 | 7.51 | 7.15 | 7.58 | 7.41 | 7.83 | 7.41 | 7.46 | 7.08 | 7.34 | 7.38 |
| Accord is an organisation I can trust* | - |
- |
- |
- |
7.88 | 7.62 | 8.14 | 7.62 | 7.67 | 7.49 | 7.69 | 7.93 |
| Overall score out of 130** | 76.17 | 79.84 | 77.08 | 74.64 | 101.57 | 99.69 | 103.97 | 97.25 | 98.25 | 97.14 | 99.26 | 103.42 |
* Questions added from June 2013 onwards ** Overall score increased from 100 to 130 from June 2013 onwards |
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