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Client Satisfaction

21st December 2020

2020 has been a tough year for business – I think we’d all agree with that statement.

Cliverton deals with a broad range of customers from pest controllers to pet minders, boarding kennels & catteries to smallholders. Every business has been impacted by the coronavirus pandemic to one degree or another and we hope 2021 will see us starting to emerge from this. Throughout 2020 we have remained open and available for our customers to contact us and we’ve received multiple questions on a wide range of topics.

We have continued to monitor and track customer feedback and satisfaction levels throughout the year and I’m pleased to be able to report that 100% of customers who gave us feedback on our new business service were satisfied, very satisfied or extremely satisfied with our new business service and 99% when asked about our renewals service. For those scoring us as very or extremely satisfied these scores were 96% and 93% respectfully.

This has also led to our Net Promoter Score (NPS) increasing again. This is split 87% for new business and 80% for renewals, which is a really outstanding level of performance when compared to some of the leading major brands.

I’d just like to say a big thank you to all our customers for insuring with us. We really appreciate your custom and hope you continue to enjoy dealing us and talking to the team here. I hope 2021 will be better for everyone and that all businesses impacted by this terrible virus can recover.

Mark

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