2014 Annual Customer Satisfaction Report

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Kathleen Welch
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1 2014 Annual Customer Satisfaction Report A. M. Best A Rating RockinghamGroup.com

2 Bill Bayer Vice President - Marketing Dear Valued Rockingham Customer: 2014 was another great year for the Rockingham Group. The company was once again rated A Excellent by A.M. Best, indicating our continued financial strength. More importantly, our customer satisfaction numbers continued to be well above the industry average. As the person ultimately responsible at Rockingham for your customer experience, I am extremely proud to present the 2014 Annual Customer Satisfaction Report. As you can see, we maintained our superior service levels across our organization and compare favorably with the best companies in the country. The pride our employees show in servicing you is the reason. We care about each and every transaction, whether it is a payment or filing a claim. When you look at what our customers say on the last page, you can see this pride and caring show through in every comment. I hope this information gives you a sense of how much serving you means to us. We have been providing world class service since 1869, and will continue to do whatever it takes to provide you with a superior customer experience. Sincerely, Bill Bayer

As the person ultimately responsible at Rockingham for your customer experience, I am extremely proud to present the 2014 Annual Customer Satisfaction Report.

3 Methodology The Rockingham Group continuously compiles customer satisfaction data to make sure we provide you a quality experience. Through the use of phone, mail, , and website surveys, we study every type of transaction to make sure we are maximizing your satisfaction. We survey our customers for the following services we provide: Interaction with our agents Claims Customer Care Roadside Assistance Each and every survey can be tracked back to the employee providing the service, who is given feedback on their performance. Associates who have shown service above and beyond the call of duty are recognized through our corporate High Five program. This program encourages our associates to nominate fellow employees they observe going the extra mile to take care of a customer. Nominated associates are then recognized by the company. This program helps us emphasize our customer service values and rewards those that think outside the box to address a customer request.

We survey our customers for the following services we provide: Interaction with our agents Claims Customer Care Roadside Assistance Each and every survey can be tracked back to the employee providing

4 The Ultimate Question Net Promoter Score (NPS) measures the overall satisfaction level of customers by asking them the following question on a scale of 1 to 10: Would you refer a friend, family member, or business associate to Rockingham for their insurance needs? NPS has become a nationwide customer service measurement against which companies can compare themselves to peers in the same industry as well as against other industries. Once survey feedback is gathered, NPS is calculated by taking the percentage of customers giving a score of 9 or 10 (called promoters) and subtracting the percentage of customers giving a score of 6 or below (called demoters). Scores of 7 and 8 are discarded as neutral. Following are the top scores from various industries. Airlines Southwest 62 Brokerage VanGuard 65 Cable TV, Satellite Direct TV 34 Cellular Phone Tracfone 39 Credit Card Discover 52 Department Store Costco 82 Health Insurance Kaiser 40 Hotel Westin 59 Smartphones Apple iphone 67 Source - Satmetrix 2014 Consumer Study

NPS has become a nationwide customer service measurement against which companies can compare themselves to peers in the same industry as well as against other industries.

5 Rockingham Group Net Promoter Data Overall Score Insurance Industry Best (USAA) 82 Rockingham Group 74 Insurance Industry Average 43 Rockingham Scores by Source Claims 81 Customer Care 78 Exclusive Agent 64 Independent Agent 49 Roadside Assistance 83 Rockingham Group Net Promoter Scores are significantly higher than the industry average!

81 Customer Care 78 Exclusive Agent 64 Independent Agent 49 Roadside Assistance 83

6 Customer Care: The Service Experts Rockingham s Customer Care Group is the nerve center of the customer s experience. They handle claim reporting, payments, billing questions, policy changes, and many other types of transactions, all with amazing aplomb. As you can see by the numbers below, this group provides world class service with satisfaction ratings off the chart. 98% of phone calls are answered in 8 seconds or less! Net Promoter Score 78 % of Satisfied Customers for All Customer Transactions Response Time 96% Professionalism of Rep 97% Knowledge of Rep 97% Overall Satisfaction 97% % of Calls Answered in 8 Seconds or Less 98%

As you can see by the numbers below, this group provides world class service with satisfaction ratings off the chart.

7 Claims: The Real Reason You Have Insurance Price and convenience doesn t make a difference if your policy does not deliver when you have a claim. It is here the Rockingham Group really shines. Our satisfaction scores, which by the way include claims transactions that are not covered by our policy, are at a level any insurance company would be envious of. We get it right because we offer 24 hour claims reporting, online reporting, and quick settlement to make sure your worst nightmare is handled the way you need it to be. Net Promoter Score 81 % of Satisfied Customers for All Customer Transactions Prompt Response 96% Happy with Settlement 95% Communication 96% Overall Satisfaction 96%

Our satisfaction scores, which by the way include claims transactions that are not covered by our policy, are at a level any insurance company would be envious of.

8 A Word From Our Customers You don t have to take it from us. Every survey gives our customer the opportunity to write what they think of us after they answer the questions. We receive hundreds of responses confirming the high customer satisfaction numbers. Shown below are a few comments we received during They were very, very fast. I was surprised because we used to have AAA and I feel this is much better. We really like Rockingham and have already recommended them to others. They held up their end of the bargain. All in all they are a really great company. I recommend them all the time. We have a great agent and all claims are processed quickly.

We receive hundreds of responses confirming the high customer satisfaction numbers. Shown below are a few comments we received during 2014.

For Customer Experience Professionals

For Customer Experience Professionals January 8, Rating Customer Service Experiences, Consumers Evaluate Customer Service At 9 Companies by Bruce D. Temkin with William Chu and Shelby Catino Executive Summary Forrester asked more than,6 US