Customer Service Evaluation for FSLSO
Each year, the Florida Surplus Lines Service Office (FSLSO) conducts an online customer service survey to evaluate its products and services. The feedback provides the opportunity for FSLSO to continually reevaluate whether they are meeting the needs of their customers. From last year's results, which were posted on FSLSO's website, several enhancements have either been put in place or will be released in the coming months.
In December of 2005, FSLSO implemented the Surplus Lines Insurance Portal (SLIP), for which more than a third of Florida's licensed surplus lines agents have begun to use. In addition, FSLSO implemented eAlerts (an electronic bulletin) to inform Florida licensed surplus lines agents of important information they need to know concerning upcoming changes in the rules and regulations affecting the surplus lines marketplace.
FSLSO is also currently working on the release of further service enhancements. Staff are working to enhance the submission software (Agent, FTP Submit and Insurer software); provide a new online course for retail agents, geared to help them understand their responsibilities in the surplus lines process; and to make an auto-filled Quarterly Report Affidavit available through SLIP.
The surveys are being conducted by Beacon Research, Inc., an independent research company who will insure that all feedback provided from the survey is kept anonymous. After sufficient time to analyze and respond to the results, FSLSO will publicize the results in September/October.
Surveys will be going to the following groups of customers:
- surplus lines agents;
- agency submission contacts;
- agency accounting contacts;
- insurer contacts; and
- IPC filers
There are differences in the questions between the survey groups, and FSLSO encourages each recipient to complete the survey. Please note that if the surplus lines agent is also the submission and/or accounting contact, please only complete the surplus lines agent survey. If your office has separate staff handling these functions, each is encouraged to complete their own survey, which should take no more than 15 to 20 minutes and will assist FSLSO as they prepare for their strategic planning for 2007.
Surveys are scheduled to be emailed on Monday, June 5, 2006. Should you not receive a survey by end of day on Monday, please monitor your spam blocker or contact our office at 1-800-562-4496, x109.