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

Download all the reports

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

Issue 1

Issue 1 - May 2017

SME Market Landscape

Find out more

Issue 2

Issue 2 - August 2017

SMEs under 50 years

Find out more

Insurance policies made for SMEs

Tradies Insurance

An insurance package built for tradies. It covers your tools, stock, vehicles, business interuption, legal liability and more.

Keep reading: when it comes to success, is bigger really best? 

A survey commissioned by Suncorp New Zealand reveals that Kiwi businesses value work life balance as much as growing their business, challenging the theory that bigger is best.

Find out more