In the passenger transport sector, offering suitable and reliable insurance is essential for retaining VTC and taxi drivers. But how do you know if your customers are really satisfied with their insurance contracts? A regular assessment of their satisfaction allows you to identify areas for improvement, optimize your offer and improve your service. Discover the best methods for measuring and improving the satisfaction of your VTC and taxi insurance customers.
1. Why Evaluate the Satisfaction of your VTC and Taxi Customers?
Insurance is a key element for VTC and taxi drivers, who must protect their vehicle, their business and their passengers. Measuring their satisfaction allows you to:
✅ Optimize your offers by adjusting guarantees and prices.
✅ Improve customer relations by better meeting drivers’ expectations.
✅ Anticipate the specific needs of transport professionals.
✅ Build customer loyalty by offering them a smooth and reassuring experience.
Regular satisfaction assessment allows you to remain competitive and adapt your offering to market developments.
2. Key Indicators for Measuring Customer Satisfaction
Several performance indicators can help you analyze the satisfaction of your VTC and taxi customers:
has. Net Promoter Score (NPS)
NPS is a simple method to measure customer loyalty by asking them a single question:
📌 “On a scale of 0 to 10, would you recommend our insurance to another VTC or taxi driver?”
- Ratings from 9 to 10 → Promoter customers (very satisfied, loyal and ready to recommend).
- Scores from 7 to 8 → Passive customers (satisfied but not fully engaged).
- Ratings from 0 to 6 → Detractor customers (dissatisfied, able to cancel).
A high NPS means that your customers like your insurance and recommend it, a low NPS indicates areas for improvement to be identified.
b. The Termination Rate
A high churn rate may indicate:
- Uncompetitive rates .
- A lack of suitable guarantees .
- Poor customer service .
Comparing your cancellation rate with market standards allows you to adjust your offer.
c. Claims Processing Time
VTC and taxi drivers need fast management of their insurance files. Too long a delay for reimbursement or compensation can impact their satisfaction.
💡 Tip : Track the average claim processing time and ask customers if they are satisfied with the service after a claim has been processed.
d. Number of Complaints and Calls to Customer Service
A high number of complaints may indicate a problem with the insurance contract (misunderstood exclusions, insufficient guarantees, etc.).
3. Tools for Evaluating Customer Satisfaction
There are several methods for obtaining accurate customer feedback:
a. Satisfaction Surveys
Send a simple questionnaire to your customers after subscription or after a claim. Examples of questions:
- Do you find your insurance rates suitable?
- Are you satisfied with the handling of your request?
- Would you recommend our insurance to another driver?
b. Customer Reviews and Testimonials
Monitor reviews left on Google, Facebook, Trustpilot , or even on your own site.
💡 Encourage your satisfied customers to leave a positive review and respond to negative reviews to improve your image.
c. Social Network Analysis
VTC and taxi drivers often share their experiences on Facebook groups and specialized forums . Monitor these platforms to identify trends and anticipate criticism .
d. Personalized Calls and Interviews
Direct contact with certain customers allows us to better understand their needs and establish a relationship of trust.
4. How to Improve Customer Satisfaction in VTC and Taxi Insurance?
Once the feedback has been analyzed, implement concrete actions to improve satisfaction:
✅ Offer more flexible contracts with customizable guarantees (24/7 assistance, replacement vehicle, legal protection).
✅ Improve transparency by clearly explaining exclusions and refund conditions.
✅ Optimize customer service by reducing response times and training your advisors on the specific needs of drivers.
✅ Offer loyalty benefits (seniority discount, referral program, free options after one year of subscription).
💡 Tip : Good follow-up after subscription (call, welcome email, advice on claims management) improves the customer experience and reduces the risk of cancellation.
5. Why Choose KT Courtage for Your VTC and Taxi Insurance?
At KT Courtage , we are committed to offering an optimized insurance service for VTC and taxi drivers:
✅ Contracts adapted to the needs of transport professionals.
✅ Responsive customer service for rapid claims management.
✅ Competitive rates with full guarantees.
✅ Enhanced customer monitoring to ensure satisfaction and loyalty.
Our goal: to offer drivers clear, flexible and reliable insurance , with personalized support.
Conclusion
Evaluating the satisfaction of your VTC and taxi insurance customers is essential to improve your services and build customer loyalty. By using indicators such as NPS, customer reviews and satisfaction surveys , you will be able to adjust your offer and propose ever more suitable solutions. KT Courtage is your ideal partner to offer tailor-made insurance and guarantee maximum satisfaction.