"We Hear You": Westwood Responds to Agent's Feedback - Westwood Insurance Group

At Westwood Insurance Group, we take your feedback seriously. To better understand how we can improve, we recently commissioned a client experience survey to gather insights from our current and prospective agents. The results were incredibly valuable, highlighting both the things we do well and areas where we can enhance your experience.

What We Learned from the Survey

As part of this client survey we asked about your overall satisfaction, likelihood to recommend Westwood, and specific aspects of our services such as product availability, ease of doing business, and responsiveness.

Key findings:

• Satisfaction: 61% of agents gave us a perfect score of ten, 17% gave us a score of 9/10 while the remaining 22% gave us a score of 7 or 8.
• Net Promoter Score (NPS®): Westwood earned a NPS® score of 74, meaning that 76% of agents are so happy with our services they would promote us to others. Just 2% reported some level of dissatisfaction.
• What We Do Well: Many agents highlighted our quick response times, communication, and access to niche insurance markets. Agents also appreciated the expertise of our team and our ability to secure competitive quotes for hard-to-place accounts.
• Opportunities for Growth: Agents asked for more proactive communication about the full range of products we offer, as well as better awareness of additional lines beyond our core medical liability products.

How We’re Responding

We heard these requests loud and clear, and we’re taking immediate steps to enhance our service and communication with agents:

1. Monthly Insider Briefing

To provide you with more timely and detailed information, we’re launching a new regular insider briefing. Each month we’ll feature the following:

1. A spotlight on different insurance products, helping you stay up-to-date with our offerings.
2. We’ll share recently bound accounts to give you an idea of what we’re writing;
3. A recent in-depth interview with the underwriters from one of our carriers.

2. Exclusive Carrier Interviews

As part of our commitment to keeping you informed, we conduct regular interviews with our carrier partners and publish those interviews online. Every month, you can look for one of those in-depth discussions, covering market trends, new coverage options, and more. Links to the latest interviews will be in each briefing, and the library of all interviews is accessible anytime on our Insurance Insiders website: insider.insure.

3. More Communication and Relationship Building

We will also be increasing our direct communication with you, with the goal of strengthen relationships with regular check-ins, personalized support, and one-on-one conversations. Our wish is to ensure that Westwood is earning access to all of your wholesale insurance business.

We’re Here for You

Thank you to everyone who participated in the survey and for your continued trust in Westwood Insurance Group. Your feedback is crucial in helping us to better serve you and provide more value to your organization. We’re committed to delivering the service and expertise you expect and deserve, and we look forward to strengthening our partnership.

If you have any questions or would like to discuss how we can best meet your needs, don’t hesitate to reach out to any Westwood team member.

You can find their contact information here.