Dear Valued Customer,
As we approach the fall season, I would like to thank everyone who participated in our annual Customer Satisfaction Survey conducted in September 2019. Your valuable feedback has directed our efforts and initiatives throughout 2020 as we continue to evolve to meet your needs.
Our annual Customer Satisfaction Survey will launch once again on September 9th and will provide you with the opportunity to speak candidly about your satisfaction with our organization. During the month of September, please be on the lookout for a phone call from IPSOS, the third party provider who conducts these surveys.
According to the survey results from last year, you ranked us high in Overall Service, Trustworthiness, and the Quality of our Product but would like additional support in areas such as Communication, Risk Services, and our Online Platform.
While this year has not been without its unique challenges, we have continued to work behind the scenes to improve your experience and I would like to share a few enhancements made based on your direct feedback:
We understand how important it is to stay connected and we have worked throughout the COVID-19 crisis to ensure adequate information and resources are available to you including a dedicated page on our , flexibility with reporting and filing deadlines, a hotline and direct communications from both your service team and our leadership team.
We also created a new customer newsletter, “Beyond the Limits,” intended to be a digest of customer updates consolidated in one place. To ensure you receive future editions of this and other industry content, please visit our .
We have streamlined our internal process to communicate upcoming changes to limit decisions and collect your feedback in a more efficient manner through the use of a new digital tool.
We have some exciting digital transformation initiatives in the works as we invest in new technologies that will allow us to better serve your needs. We are actively working behind the scenes on a new customer portal, and in advance of launch, you will receive details on how to access the new portal and what additional functionality will be available. Your feedback remains a crucial element as we continue to develop and adapt. Thank you again for your continuous, open, and honest feedback as we strive towards 100% customer satisfaction.
President and CEO EH Americas