JD Power & Associates' found Lockton to be 40 points clear of its nearest rival, Arthur J Gallagher & Co, in its latest client satisfaction survey. The study measures customer satisfaction with insurers and insurance brokers that operate in the commercial sector, across a wide range of measures.
Lockton achieved 863 points on a 1,000 point scale. The survey identified the most important driver of client satisfaction was the quality of advice and guidance provided by Lockton, 'demonstrating...an in-depth expertise and... a hands-on consultative relationship with clients'.
Greg Hoeg, a Vice President in JD Power's USA isurance practice, (as quoted in Business Insurance magazine) suggested that, as a smaller company, Lockton could be more nimble, and responsive to client needs.
The success of this approach has been seen in our UK professions business. Lockton's investment in service was rewarded with our highest ever retention rate of 97% for solicitors in England & Wales PII.
We are continuing to re-invest to ensure that our service - both in person, and on-line, remains class-leading.
We will be launching our own client satisfaction survey early in the New Year. Please do ensure that you add your voice, as a valued Lockton client, to ensure that we deliver what you need from your broker.