It Can Always Be Better

  • General News
    Published June 24, 2019

    In February, we asked producers who receive our Producer News e-newsletter to take our annual communication survey. The result: We had the highest overall satisfaction rating ever for our communications.

    In fact, when we asked which carrier does the best job of communicating with you, producers responded with Premera nearly twice as often as the carrier that ranked in second place.

    “Premera does the best job in the market keeping brokers informed of changes going on within their product offerings and provider networks.”
    -Participant in the Producer Communication Survey

    That’s great, but what we really care about is how we can learn from your feedback and do even better.

    Top takeaways

    We studied the results of the survey and the comments you shared. Here are some key themes that emerged:

    • You care most about information that is of value and relevant to you.
    • You want information that is easy to share with your clients.
    • You expect information to be easy to find.
    • You want tips and stories about what is working well for others.
    • You want more training that helps you understand changes and answers your questions.

    “When learning about the new products through webinar or newsletters, all of the details are not usually given. We usually find out through trial and error with a client, which is not ideal.”
    -Participant in the Producer Communication Survey

    Our action plan

    Here’s what we did:

    • We shared your feedback about wanting more personal support or contact from your Premera account or sales manager with the sales teams.
    • We let our digital and web partners at Premera know about your pain points with our producer websites.

    Here’s what we’re doing:

    • We’re focusing more than ever on publishing only the information you want and need.
    • We’re testing how we can make information easier to find in our newsletters and on our web pages.
    • We’re using more bullets and to-the-point sentences to make information faster to consume and easier to understand.
    • We’re partnering throughout Premera to improve the training opportunities we can provide you.
    • We’re requesting feedback more regularly.

    Have feedback?

    We would love to have it! Tell us about your specific ideas for how we could improve our communications with you. Email producernews@premera.com.

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