Service Quality Survey

Please enable JavaScript in your browser to complete this form.

Dear Customer,

As part of our commitment to continually enrich customer experience, we are soliciting feedback about our services and processes to know how we can serve you better.

Please click on the circle as appropriate

How long have you been a client of Custodian?

Less than a year
1 year to less than 3 years
3 years to less than 5 years
5 years and above

How many active policies do you have with us?

One policy
Two policies
More than 2 policies
None

How would you rate our Services based on

	Excellent	Very Good	Good	Fair	Poor
Purchasing a policy	ExcellentPurchasing a policy Excellent	Very GoodPurchasing a policy Very Good	GoodPurchasing a policy Good	FairPurchasing a policy Fair	PoorPurchasing a policy Poor
Quality of documents	ExcellentQuality of documents Excellent	Very GoodQuality of documents Very Good	GoodQuality of documents Good	FairQuality of documents Fair	PoorQuality of documents Poor
Resolution of queries	ExcellentResolution of queries Excellent	Very GoodResolution of queries Very Good	GoodResolution of queries Good	FairResolution of queries Fair	PoorResolution of queries Poor
Time taken to resolve queries	ExcellentTime taken to resolve queries Excellent	Very GoodTime taken to resolve queries Very Good	GoodTime taken to resolve queries Good	FairTime taken to resolve queries Fair	PoorTime taken to resolve queries Poor
Overall claim handling	ExcellentOverall claim handling Excellent	Very GoodOverall claim handling Very Good	GoodOverall claim handling Good	FairOverall claim handling Fair	PoorOverall claim handling Poor
Staff friendliness and courteousness	ExcellentStaff friendliness and courteousness Excellent	Very GoodStaff friendliness and courteousness Very Good	GoodStaff friendliness and courteousness Good	FairStaff friendliness and courteousness Fair	PoorStaff friendliness and courteousness Poor

us, have have

How would you rate our service delivery across these channels?

	Excellent	Very Good	Good	Fair	Poor
Phone calls/ Emails/ SMS	ExcellentPhone calls/ Emails/ SMS Excellent	Very GoodPhone calls/ Emails/ SMS Very Good	GoodPhone calls/ Emails/ SMS Good	FairPhone calls/ Emails/ SMS Fair	PoorPhone calls/ Emails/ SMS Poor
Social Media	ExcellentSocial Media Excellent	Very GoodSocial Media Very Good	GoodSocial Media Good	FairSocial Media Fair	PoorSocial Media Poor
Agents/Brokers	ExcellentAgents/Brokers Excellent	Very GoodAgents/Brokers Very Good	GoodAgents/Brokers Good	FairAgents/Brokers Fair	PoorAgents/Brokers Poor
Staff	ExcellentStaff Excellent	Very GoodStaff Very Good	GoodStaff Good	FairStaff Fair	PoorStaff Poor

Based on information given while buying your insurance policy, how would you rate your understanding of your policy coverage?

How competitive do you find our rates?

Very Satisfactory
Satisfactory
Fairly Satisfactory
Dissatisfactory

How long did it take before your last request was resolved?

Less than 24 hours
A day
Within 3 days
More than a week

Based on your experience with us, how likely are you to?

	Very Likely	Likely	Indecisive	Unlikely	Very Unlikely
Renew your policy with us	Very LikelyRenew your policy with us Very Likely	LikelyRenew your policy with us Likely	IndecisiveRenew your policy with us Indecisive	UnlikelyRenew your policy with us Unlikely	Very UnlikelyRenew your policy with us Very Unlikely
Recommend us to others	Very LikelyRecommend us to others Very Likely	LikelyRecommend us to others Likely	IndecisiveRecommend us to others Indecisive	UnlikelyRecommend us to others Unlikely	Very UnlikelyRecommend us to others Very Unlikely

On a scale of 1 - 6, (1) being the most important and (6) being the least important, please rank the following service factors

	1	2	3	4	5	6
Excellent Customer Service	1Excellent Customer Service 1	2Excellent Customer Service 2	3Excellent Customer Service 3	4Excellent Customer Service 4	5Excellent Customer Service 5	6Excellent Customer Service 6
Brand and reputation	1Brand and reputation 1	2Brand and reputation 2	3Brand and reputation 3	4Brand and reputation 4	5Brand and reputation 5	6Brand and reputation 6
Suitability of products for personal needs	1Suitability of products for personal needs 1	2Suitability of products for personal needs 2	3Suitability of products for personal needs 3	4Suitability of products for personal needs 4	5Suitability of products for personal needs 5	6Suitability of products for personal needs 6
Product pricing	1Product pricing 1	2Product pricing 2	3Product pricing 3	4Product pricing 4	5Product pricing 5	6Product pricing 6
Reliability of, and trust in the insurer	1Reliability of, and trust in the insurer 1	2Reliability of, and trust in the insurer 2	3Reliability of, and trust in the insurer 3	4Reliability of, and trust in the insurer 4	5Reliability of, and trust in the insurer 5	6Reliability of, and trust in the insurer 6
Accessibility of sales/ delivery channels	1Accessibility of sales/ delivery channels 1	2Accessibility of sales/ delivery channels 2	3Accessibility of sales/ delivery channels 3	4Accessibility of sales/ delivery channels 4	5Accessibility of sales/ delivery channels 5	6Accessibility of sales/ delivery channels 6

How can we serve you better?

Would you want us to contact you? Kindly provide your phone number and email address below

Name

Email Address

Phone Number

Return to Homepage

Explore Our Services