February 2015

St Andrew’s achieves outstanding NPS™ three years’ running

The results of the St Andrew’s annual Corporate Partner survey are in and they have achieved  an outstanding Net Promoter Score™ (NPS™*) for the third year running. 

The survey is run annually by independent research company Enhance to see how satisfied our Corporate Partner customers are with our service and to highlight areas for improvement.  More than 500 respondents from a number of Corporate Partners took part in the survey.

Sean Straney, St Andrew’s Distribution Manager, believes the improved scores are a result of looking at 2013’s survey responses and areas for improvement, “In 2014, our Account Management team placed a greater emphasis on improving the quality and frequency of engagement with our Corporate Partner sales staff. We revitalised our national approach to coaching workshops, increased our contacts to remote locations, introduced mass national telephone interlocks with front line staff, introduced on-line training and re-energised our activities and participation in Insurance Focus days and Corporate Partner Conferences.

“This effort has been recognised by the outstanding Net Promoter Score™ that we recently received from our Corporate Partners, which increased from 56% in 2013 to 61% in 2014, placing us firmly at the upper end of the range for both the insurance sector and the B2B space.  It’s an exciting time at St Andrew’s.  We recently announced multi-year extensions of our partnerships with Bankwest and IMB and we are really looking forward to continuing our long relationships with these businesses. 

“In 2015, St Andrew’s has made the change from a state-based to Corporate Partner centric model.  We believe this key change will enable St Andrew’s to provide even greater support to our Corporate Partners in the coming years” he added.

 Corporate Partner Survey Graph

*The Net Promoter Score is calculated by asking respondents on a scale of 0 to 10 how likely they are to speak well of us to others.  Respondents are grouped based on their rating.  The percentage of detractors are taken away from the percentage of promoters to get a NPS.  A negative score means there are more detractors than promoters.  Typically any positive score is viewed favourably, with a result of 50% or higher deemed exceptional.

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