CUSTOMER SATISFACTION SURVEY
At Bao Viet Tokio Marine Insurance (“BVTM”), we are always looking for ways to improve our service. As you are very important to us, your response to our survey will help us improve our service quality to better meet your growing needs. We hope you will take a few minutes to complete this survey concerning any aspect of our service. We are grateful for your support and committed that all of your information would be highly secured.
Mr. Hideaki Maeomote - General Director
CUSTOMER INFORMATION
* Required information
  • Your Name
  • Your Company
  • *
  • Policy No.
  • Your email address
  • Your Department
  • *
  • Agency/Broker
Which departments have you been working with BaoViet Tokio Marine? (You could select more than one Department)
Q1. Please circle the appropriate number that best describes your level of satisfaction with different scopes of BVTM services
 
Very Satisfied
Somewhat Satisfied
Neutral
Somewhat dissatisfied
Very dissatisfied
I) Sales & Marketing Service
5
4
3
2
1
Promptly contacting you after your insurance proposal was received?
Adequately advising proper insurance products and its terms and conditions?
Promptly delivering insurance policy (within 5 days)?
Issuing policy/documents/ invoice accuracy?
Providing professional, courteous service?
Adequately responding to your questions?
Calling back and/or email reply within 24 hours?
 
II) Claims Service
5
4
3
2
1
Promptly contacting you after your claim was received?
Promptly scheduling the inspection/appraisal (if necessary)?
Providing professional, courteous service?
Adequately responding to your questions?
Calling back and/or email reply within 24 hours?
Paying your claim promptly after agreed settlement?
 
III) Risk Engineering Service
5
4
3
2
1
Providing effective solutions to your risk management?
Clearly explaining recommendations to your P.I.C?
The recommendations cover potential fire hazards in your operation?
Providing professional, courteous service?
Issuing survey report 30 days after the survey date?
 
Q2. Which service items below are most important to you? Please select maximum 03 items.
 
 
5
4
3
2
1
Q3. Overall, how would you rate our service?
 
Q4. Are we measuring the right things? What do you feel we should be measuring?
 
Q5. How could we have served you better?
 
Q6. Would you introduce BVTM to other customers?
 
 
 
 
Head Office
Room 601, 6th Floor, Sun Red River Building, 23 Phan Chu Trinh, Hoan Kiem Dist.,
Hanoi, Vietnam
Tel: (84.24) 3933 0704   Fax: (84.24) 3933 0706



Branch Office
Room 3, 19th Floor, Green Power Building, 35 Ton Duc Thang, District 1,
Ho Chi Minh City, Vietnam
Tel: (84.28) 3822 1340   Fax: (84.28) 3822 1338



Copyright @ Bao Viet Tokio Marine Insurance Company Limited Website: www.baoviettokiomarine.com