A lot of Consultants talk about client service.  Pinnacle delivers it.
Derek Freihaut

A lot of Consultants talk about client service. Pinnacle delivers it.

Derek Freihaut February 04, 2016 Posted in: Blog Posts, General
Every year, we at Pinnacle Actuarial Resources, Inc. conduct a survey among our clients to gauge their level of satisfaction with our services and ask for their feedback as to how we can improve their client experience. We conduct this survey in two phases, requesting that our customers engage with us in either June or November. This month we’re publishing some of the results of our 2015 survey to share just a few of the valuable contributions we’ve received from our diverse clientele, as well as outline some of the customer-driven initiatives we’ll be prioritizing throughout 2016.

Would you recommend Pinnacle to a Colleague?

This question aims to pinpoint our clients’ level of satisfaction with our work quality and timeliness, and whether there are areas in which we should improve. As a customer-focused enterprise, knowing whether a client would recommend Pinnacle to a colleague is of great interest to us. Each response indicates how much a client values the individually-tailored services our firm has to offer. Since our business is highly-driven by both our professional reputation for outstanding quality and a high volume of referrals from satisfied customers, we are extremely pleased and proud to report that 99.2% of our clients would recommend us to others.

“The team we have worked with at Pinnacle has been extremely dependable and has met some very tight deadlines. Their work is tremendous.” - Pinnacle client

How do you interact with Pinnacle?

To complement our customers’ feedback about their overall client-service experience, we asked them to share how they prefer to interact with us beyond our day-to-day personal contact. Among the numerous communication resources Pinnacle offers are our

- www.pinnacleactuaries.com website,
- blog,
- APEX webinars,
- downloadable publications, and
- opportunities to personally meet at industry and professional events.

Just under 40% of our clients visit our website, while only about 20% are following our blog. We introduced the blog in late 2014 and aim to grow our following in 2016 and beyond. Blogging allows us to share our Pinnacle perspective on industry issues and events that are of interest to our customers. Watch for more on this as the year progresses.

Not surprisingly, most clients prefer to interact with Pinnacle face-to-face. 40% of our customers said they interact with us at industry meetings and trade shows. Of course these personal customer interactions are outside of the numerous occasions on which we visit them to make a presentation, attend a board meeting or simply say, “Hello.” As a customer-driven professional services firm, we continuously seek every opportunity to visit with our clients and are extremely happy to learn that these efforts are highly-appreciated.

“Interpreting reports and data is somewhat difficult for me, but knowing I can always call and discuss with someone at Pinnacle is paramount to our ongoing relationship.”
- Pinnacle client

Participation

We sent our survey to all Pinnacle clients for whom we completed projects during 2015. More than 120 responded. As Pinnacle has grown over the years, so has the volume of client survey responses. This past year we set a record, with more participation than ever before. We would like to express our gratitude to all of our clients who took the time to share their invaluable feedback with us.

We always appreciate hearing from you and will continue to prioritize providing the highest levels of professional expertise and personalized service to our current and future clients. If you’d like to learn more about Pinnacle and our Commitment Beyond Numbers, please contact us directly at (309) 807-2300 or visit our website at www.pinnacleactuaries.com.

Until next time,

Derek

Derek Freihaut is a Principal and Consulting Actuary with Pinnacle in our Bloomington, Illinois office. He is highly-experienced in projects involving loss reserving, funding studies, loss cost projections, captive feasibility studies, risk transfer analyses, and personal and commercial lines ratemaking.

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