Ardonagh-owned Towergate partners with ServiceTick

30th April 2019

Towergate Insurance has announced a new partnership with ServiceTick – a Davies company, the leading customer feedback platform for the UK insurance industry. The platform has already launched with Towergate, and sister brands, Insure4CarHire and Simple Landlords will follow over the next few months. ServiceTick already works with Paymentshield.

ServiceTick will provide Towergate’s customers the opportunity to easily leave comments after purchasing, renewing and updating their policy. Customer responses will then be channelled through the ServiceTick platform to auto-populate on relevant business websites and provide real-time insight, to inform a wider business customer experience strategy.

The feedback will allow the brands to re-engage with customers to reduce complaints, identify further employee training needs, target ‘bottle-necks’ in the customer experience process and enhance the propositions and services already offered to its customers.

Gareth Hawkes, Head of Marketing for Towergate said: “Our group prides itself on our understanding of the communities we serve and being able to deliver solutions that best meet our customer’s needs. Combining and enhancing our customer feedback mechanisms will help to broaden and deepen our customer insight, ensuring we stay ahead of the curve for customer experience and product solutions”.

ServiceTick’s Thomas Cowper Johnson commented: “We work with over twenty different insurance brands and over the last three years we’ve seen their collective feedback scores (NPS and Ease) improve noticeably. Companies have not just listened to feedback from customers they’ve also acted on it. Having the opportunity to run such a comprehensive and innovative programme for Towergate and its sister companies is very exciting.”

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