Raising the Bar in Customer Service


92 NPS speedometer-style graphic

At Conner Strong & Buckelew, we are committed to delivering a best-in-class customer service experience for our clients. Our hands-on, collaborative team approach and deep knowledge of risk management and the industries we serve are two key factors that differentiate us in the insurance industry.

We strongly believe in measuring the impact of our efforts which is why we use Net Promoter Score (NPS), a global standard for measuring customer satisfaction and loyalty.

In our most recent NPS survey, Conner Strong & Buckelew achieved a Net Promoter Score of 92, which is classified as “World Class” and more than triple the average for the insurance industry. Our clients rated us an average of 9.6 out of 10.

We analyzed each survey to help understand our clients’ priorities and inform enhancements to our services.

The REACH Model for Exceptional Customer Experience

Our REACH Model underscores our commitment to world-class service. It’s a formalized approach to driving greater customer experiences that guides our actions, behaviors and interactions with clients.

R – Rethink Your Definition of Customer Service

The transition from the term “customer service” to “customer experience” has profound implications for how we interact with clients. We consider the entire customer experience, which encompasses every touchpoint of how clients interact with our business.

E – EMPOWER employees to be client advocates

We are all focused on client success. From company leadership to customer-facing junior-level employees, we all share a commitment to the customer experience, understand its impact and constantly seek to improve it. All employees are empowered to share new ideas or initiatives that may improve the broader customer experience.

A – Adopt Employee-driven Innovation

Innovation in any part of an organization must be driven by employees. That includes big ideas and initiatives that engage customers and enhance their experience. We foster that passion for innovation by providing employees the time, resources and skills to develop new tools and approaches.

C – Cultivate a Culture of Collaboration

We break down silos and collaborate across the organization to build a better overall customer journey. Our departments rely on each other to provide services and solutions that enhance the customer experience.

H – HELP customers solve big challenges

We learn the intricacies of our clients’ businesses to help them solve their biggest challenges. The more we know about our customers’ needs, the better suited we are to provide comprehensive solutions.

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