In our latest customer survey, our customers answer why they chose Atradius for their credit insurance needs.
Customer insights are vital for a successful business. As part of our commitment to ongoing improvement, we’ve partnered with Drive Research to dive into the survey results from 255 respondents evaluating Atradius’ claims management, speed of response and much more. These key findings will support innovation, operations, marketing, and strategy going forward.
One of the foundations of our business is building strong relationships with customers and brokers. Throughout the pandemic, we have worked tirelessly to provide added stability and security when customers needed it most. Trade is essential for the world’s economy and insuring it is our corporate responsibility.
Customers describe us as professional, reliable and efficient. This feedback is important to us as we strive to provide quick and effective support for our clients daily. Despite the economic fallout of the pandemic, the majority of respondents (86%), say that they would likely renew their policy with us. This illustrates that they are confident in the services we provide in challenging times.
At every communication touchpoint with our teams, customers say they were very satisfied with our staff. More than half of our customers rate our departments a 4 out of 5. This key finding also aligns significantly with our individual Net Promoter Score (NPS) of +62. This NPS is more than 20 points higher than the average NPS for the insurance industry. The Net Promoter Score is a globally used metric of customer loyalty and satisfaction.
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With overwhelming global pressures brought by the pandemic, “mitigating risk” was cited by 91% as the top reason for purchasing a trade credit insurance policy.
“Having the reliable team at Atradius consistently monitoring our risk across our trading partners allows us the peace of mind to focus on strategic moves and continue to grow as a business,” Said one of our interviewed customers.
Here are some additional key takeaways from the report:
- 90% of U.S. customers were satisfied with the Atradius finance team.
- According to the Net Promoter Score breakdown, our quality customer service, fast response times, value for the cost, and professionalism were the most important factors for a high score.
- Customers were most satisfied with the sales process and would like ongoing training with Atrium. Atrium is our online, interactive credit management portal that allows users to view information about their individual accounts.
- Customers across the U.S. had consistently high levels of satisfaction with Atradius’ response to the pandemic.
Providing ongoing credit monitoring and professional advice when it matters most is crucial to our customers’ business decisions. We want to continue improving on our core values of thorough and efficient communication to be a reliable source for credit management and the partner of choice in the trade credit insurance industry. For more information on how Atradius can help you meet your risk management goals visit atradius.us.