Your browser version is no longer supported, so you may experience issues while using this site.
Please upgrade to a current browser to enjoy the best experience.


 Issue 3 - November 2017

What makes a satisfied client?

In our third and final issue of the Vero SME Index in 2017, we explore the important issue of client satisfaction. We look at SME client segments that are highly satisfied with brokers and advisers as well segments where there are opportunities to improve satisfaction. We identify strategies which brokers and advisers can implement to improve client satisfaction and to build loyalty.

Issue 3
Download Issue 3

Things brokers and advisers can do to improve satisfaction of SME clients

The highlights

  • Majority of SMEs are highly satisfied with their current broker or adviser
  • Two out of three SMEs who have worked with a broker or adviser for over 5 years are highly satisfied
  • SMEs are prepared to pay more for higher quality, added value and services
  • "Partnership style”, collaborative broker-client relationships are highly satisfied
  • Highly satisfied SMEs more likely to place importance on broker tasks requiring expertise and advice, rather than just cheap policies 
Download the highlights

View all issues

View all the customer insights from each issue of the Vero SME Insurance Index. These insights will help build a deeper understanding of commercial insurance for SMEs in New Zealand.

2020 Edition

2020 - Issue 1
SME Market Landscape

2019 Edition

2019 - Issue 1
SME Market Landscape

2018 Edition

2018 - Issue 3
Women SME Decision Makers


2018 - Issue 1
SME Market Landscape

2017 Edition

2017 - Issue 2
SMEs under 50 years

2017 - Issue 1
SME Market Landscape

Keep reading

How the sharing economy is blurring insurance lines

Vero Voice Blog

How the sharing economy is blurring insurance lines

By Richard Godman

The sharing economy is changing the way we use our assets and belongings – and blurring the lines of traditional insurance policies.

What relationship do you have with your broker?

Vero Voice Blog

What relationship do you have with your broker?

By Cris Knell

Our recent SME index showed there is a massive difference between the relationships that smaller businesses have with their brokers.

Here for Good: Kaikoura

Vero Voice Blog

Here for Good: Kaikoura

After the Kaikoura earthquake, we teamed up with My Food Bag and Goodman Fielder to bring a little bit of comfort to residents in their time of need.