For the past three years, we’ve worked with Drive Research to conduct an annual anonymous customer survey of our region.
Our core objectives have continued to be our Net Promotor Score, policy purchase drivers, customer service satisfaction, claims management, and satisfaction with our online policy management system, Atrium. Seeing these results help us with operations, marketing, and strategy for continued growth and success.
The survey was sent to all customers in the US, Canada, and Mexico via email receiving 371 responses, a 13% response rate. This is a high response rate for an email survey, so we appreciate all customers who took the chance to fill it out.
92% of our customers this year are likely to renew their policy with Atradius. Our Net Promoter Score this year is +70 compared to last year at +59. “On a scale from 0 to 10, how likely would you be to recommend Atradius to a friend or colleague?” Detractors scored 1 through 6, Passives scored 7 and 8, and Promoters scored 9 and 10. The Net Promoter score is calculated by subtracting the percentage of detractors from the percentage of promoters. Drive Research views scores between 20 and 40 as good, 40 and 60 as excellent, and scores above 60 as best in class.
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This is a great result and we’re happy to see that we continue to build positive connections with customers. For the third consecutive year, the top three words that were used to describe Atradius were Professional (77%), Reliable (64%), and Efficient (60%).
All of our departments maintained exceedingly high satisfaction ratings, along with areas of growth to take us into next year.
While the top reasons for buying credit insurance from Atradius were mitigating credit risk and improving credit management, the level of coverage provided is what differentiates Atradius from the competition according to our customers.
The survey also provides us with areas of growth that we can incorporate into goals for the following year.
ESG was a new topic we surveyed this year. It’s clear that not many people understand ESG and what that might look like at Atradius. ESG stands for Environmental, Social, and Corporate Governance. It’s a framework for sustainability management, ethical practices, and conscious consumerism. Looking further at ESG policies in Atradius’ future is something that’s become a more prominent discussion.
Our Atrium platform overall saw more positive growth, however, it continues to be an area of improvement. We’re looking into more options to further train customers on how to use Atrium to the best of their abilities.
We appreciate all of our customers who took the time to fill out the survey. It’s a great opportunity every year to see how we can continue to help our customers and grow into new areas.