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MMA Launches Customer Thermometer

Effort will measure and improve customer relationships and service

March 14, 2014

To help Marsh & McLennan Agency ensure our customers are being served appropriately, we’ve recently begun a new survey program--the Customer Thermometer--where we ask clients to answer a single question:

Does our commercial insurance and risk management team (or “employee benefits team” for benefits clients) meet the needs of your organization?

Marsh & McLennan Agency launched a new customer satisfaction initiative called the Customer Thermometer.It’s short and simple by design because we know that, ultimately, our chance for keeping our customers’ business is really as simple as that single question. The trust we build with clients and our reputation in the marketplace as a provider of accurate and quality advice and service are equally straightforward.

This initiative also provides insight into areas in which we need to redouble efforts. Customers can provide open-ended feedback, and every one of those responses is reviewed by a company executive. These comments provide invaluable information into areas in which we excel as well as areas in which we can improve. And that’s our goal—to get better.

The graph posted on the home page of our Web site is updated as new survey responses are received. The only control over that graph that we have is how large or small it is.

If you have questions or want more information, please contact Jill Lowder, chief operating officer of the upper Midwest region of Marsh & McLennan Agency.