Duck Creek NPS

The NPS program is a customer feedback system that helps us to understand how satisfied you are with Duck Creek. Your input is invaluable in helping us make meaningful enhancements and deliver a superior experience. By now, you or a member of your team should have already received at least one of these surveys. We have been working to ensure that this feedback is shared internally and actioned. In the coming months we are going to be delving deeper into this feedback and implementing a closed loop process, emphasizing the importance of your input and how Duck Creek is driving improvements based on your insights.  

Here’s how the NPS Program and Closed Loop Feedback works: 

1.      Cadence: You should receive a survey once per year asking you to rate your satisfaction with different areas of our business. These surveys should only take ~10 minutes to complete. 

2.      Scale of 0 – 10: In each survey, you’ll be asked to rate your likelihood to recommend Duck Creek to a friend or colleague on a scale of 0 to 10, with 0 being ‘Not at all likely’ and 10 being ‘Extremely likely’. 

3.      Feedback: You will have the opportunity to provide additional comments and feedback which we encourage. Your comments help us to pinpoint areas for improvement and understand the reason behind your rating. 

4.      Closed Loop: We are committed to using your feedback to drive specific action plans which may include a meeting with you to dive deeper into issues raised. We will work together with the rest of the business to take concrete steps to address areas of particular concern and build on our strengths. 

5.      Transparency: Periodically we may share aggregated and anonymized NPS results with our customers. We want you to see how your feedback is making a difference and driving improvements. 

In addition to the annual survey, we solicit input in three surveys throughout a new customer implementation and transactional surveys following any incident resolution. Your candid feedback in these will also enable us to better serve you and drive value for your business. We genuinely value your opinion, and we are excited to hear what you have to say. 

Thank you for choosing Duck Creek Technologies for your insurance software needs. If you have any questions or concerns in relation to this program, please feel free to reach out to either of us or our Director of Customer Experience, Rhona Furey (Rhona.furey@duckcreek.com).