Customer Survey Gives IWIF High Marks

Maryland’s Injured Workers’ Insurance Fund announced the results of a recent survey, which gave the organization high marks for its services, especially from agents and brokers, 97 percent of whom said they “would recommend IWIF to their clients.”

According to the results of IWIF’s recent annual customer service survey, levels of satisfaction among agents/brokers and policyholders continued to escalate. “Maryland’s top 100 independent insurance agents and brokers gave IWIF a 92 percent overall satisfaction rating for 2003, an increase over 2002 survey results,” said the announcement. “Furthermore, policyholders gave IWIF an 87 percent overall satisfaction rating for the year, also an increase over the previous year’s results.”

The top three reasons cited in the survey were: 1.) Quality customer service; 2.) Knowledge of workers’ compensation insurance; and 3.) Ease of doing business.

The IWIF noted that it “uses an independent market research firm to conduct its annual Customer Satisfaction Survey. Those polled include: Insurance agents from the largest 100 agencies in Maryland, and 300 randomly selected IWIF policyholders. The purpose of the studies is to measure customer satisfaction and perceptions of IWIF in order for the company to develop strategies to better meet customers’ needs.”