Broker TCF

The Broker TCF (Treating Customers Fairly) Program enables brokers, managers and owners of a brokerage to measure the level of service and satisfaction experienced by the policyholder.
During the process, certain TCF and FAIS (Financial Advisory and Intermediary Services) regulation questions may be asked and confirmed for record keeping purposes to assist with compliance requirements.

The Benefits

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Understand your business

By rolling up customer feedback after key customer interactions you are able to measure and understand performance of teams, brokers and other operational categories.

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Increase long-term loyalty

Capturing customer feedback at various touch points and channels help isolate individual customer issues, which will lead to resolution and creation of loyalty.

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Compliance

Regulation is starting to mandate ‘Treating the Customer Fairly’ and with this increased focus on the customer it is becoming more prevalent to show and measure your brand’s customer focus.

Features

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Question Flexibility

Although most questions are kept standard to allow for benchmarking, you have the ability to disable questions that are not relevant to your business. You can also add two custom questions of your own to each survey.

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Email Escalations (Alerts)

If a customer leaves negative feedback, you'll receive an email notification within a few minutes. This means you can quickly respond to the unhappy customer to solve their issue.

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Integrated insurance management systems

The system is already integrated with the following Insurance Management Systems: Cardinal and MMX Systems. This means that we are able to trigger automated surveys at different broker-customer touch points.

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Online Dashboard

Get feedback that is useful, frequent and in real-time which allows for immediate action on valuable insights.

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Trends & Benchmarking

Track performance over time to identify changes in customer satisfaction. Benchmark results against the market and across insurers and operational categories.

How it Works

Step 1
Interaction

Interaction with customer takes place / concludes.

Step 2
SMS sent

SMS is sent directly to the customer containing a link to provide feedback relating to their experience.

Step 3
Online survey

Customer completes an online survey providing feedback (positive or negative) relating to their unique experience.

Step 2
Real-time reporting

Customer feedback made available online allowing your business to address any concerns as soon as possible.

Pricing

Number of Employees Price (VAT Incl)
0 - 1000 R995
1001 - 1500 R1 500,00
1501 - 3000 R2 200,00
3001 - 4000 R2 900,00
4001 - 5000 R3 600,00
5001 - 6000 R4 300,00
6001 - 7000 R5 000,00
7001 - 8000 R5 700,00
8001 - 9000 R6 400,00
9001 - 10 000 R7 100,00
10 001 + P.O.A

Getting Started

  • Sign up to MyEcho Empower. Click here to get started.
  • Make Payment
  • Register for the Broker TCF Program
  • Complete the registration form
  • Configure your surveys