Abstract:

NVA is a Dutch association of qualified insurance brokers. The common characteristic of the 950 members is that they are independent; not tied up to one insurance-company. It is important, with regard to the competition of direct writers and banks, to maintain high standards of expertise and service. That is why NVA , in cooperation with Lagendijk Onderzoek, developed a method for measuring the qualities of the member-brokers. Every NVA member can make use of the method. It consists of sending questionnaires to 700 clients per broker. The clients then fill out the forms and send them to Lagendijk Onderzoek where the data-processing and preparation of the reports take place. The interesting pari is that in practically the same period, a rather large number of brokers is participating. This has for result that, next to the individual reports, a collective report can be prepared. The outcomes of the whole group of brokers function as a benchmark for the individual broker. The findings indicate, generally spoken, that the clients of the NVA brokers have confidence in competence, responsiveness and speed of action of their broker. Irritation can be caused by administrative errors, lack of clarity, slow reactions and uninvolved personnel. Contributing to satisfaction are extras as personal attention, initiative and creativity. !( cannot be denied that costs play an important part. The individual brokers all have their own profiles. The method enables the researcher to indicate clearly their strengths and weaknesses. Growth prospects arc a vital element in the way of reporting.