CUSTOMER SATISFACTION SURVEY

 

Bannister & Associates strives to provide you with the best possible service and products, and we'd like to know how we're doing.  Please take a few moments to give us your opinion, which matters greatly to us!  The survey is completely anonymous, so please be as honest as possible.

 

The survey focuses on your personal and business insurance.  This survey asks you about your opinions with respect to the levels of service and products you would expect to receive from an excellent insurance agent and the performance you are receiving from us as your current agent.

 

AGENT PERFORMANCE RELATIVE TO EXPECTATIONS

 

In this section, please consider how the services you have experienced with us as your agent compare to those you would expect from an excellent agent.

 

How do we compare to what you expect to receive from an excellent agent?

 

Worse than expected     --->     Better than expected     Not applicable (Don't know)

 

1        2        3        4        5                    1. Has an attractive and well-maintained facility.

1        2        3        4        5                    2. Conveys a professional image.

1        2        3        4        5                    3. Is knowledgeable about insurance products.

1        2        3        4        5                    4. Is someone on whom I could depend.

1        2        3        4        5                    5. Is accessible when I tried to contact him/her.

1        2        3        4        5                    6. Provides prompt services.

1        2        3        4        5                    7. Follows through on promised services.

1        2        3        4        5                    8. Handles requests accurately.

1        2        3        4        5                    9. Is willing to help me when I ask for assistance.

1        2        3        4        5                  10. Recommends policies that meet my needs.

1        2        3        4        5                  11. Is able to answer questions about my policy.

1        2        3        4        5                  12. Takes the time to listen to me.

1        2        3        4        5                  13. Matches my needs with my ability to pay.

1        2        3        4        5                  14. Treats me with dignity and respect.

1        2        3        4        5                  15. Inspires trust and confidence.

1        2        3        4        5                  16. Makes an effort to understand my concerns.

1        2        3        4        5                  17. Cares about me.

 

Please indicate whether you disagree or agree with the statements listed below:

 

Strongly disagree   --->   Neither   --->   Strongly Agree   Not applicable (Don't Know)

 

1        2        3        4        5                    1. I am satisfied with the service I received.

1        2        3        4        5                    2. I would recommend Bannister to any one.

1        2        3        4        5                    3. I expect to do more business with Bannister.

1        2        3        4        5                    4. I say positive things about Bannister.

1        2        3        4        5                    5. I am satisfied with the frequency of

                                                                                                  communication with Bannister.

Website Functionality

 

How did you find out about this site?

 

 

Please rate your satisfaction level with the following:

 

Very Dissatisfied  --->  Neutral  --->  Very Satisfied  

 

1        2        3        4        5                        1. Access of Contents

1        2        3        4        5                        2. Resources

1        2        3        4        5                        3. Search

1        2        3        4        5                        4. Downloads

1        2        3        4        5                        5. Site Navigation

1        2        3        4        5                        6. Overall Site

1        2        3        4        5                        7. Site Performance

 

Please indicate your agreement/disagreement with the following statements:

 

Strongly disagree   --->   Neither   --->   Strongly Agree   Not applicable (Don't Know)

 

1        2        3        4        5                    1. The site is a good representation of Bannister.

1        2        3        4        5                    2. The site navigation is easy to understand.

1        2        3        4        5                    3. Information is well organized.

1        2        3        4        5                    4. It is easy to find what I'm looking for.

1        2        3        4        5                    5. It is easy to view/download PDF files.

1        2        3        4        5                    6. The site allows a better user experience.

 

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