The PMA Insurance Group Announces Results of 2007 Client Satisfaction Survey
December 10 2007 - 10:05AM
Business Wire
The PMA Insurance Group (PMA), a group of property & casualty
insurers specializing in workers' compensation, is achieving high
levels of client satisfaction with their services, according to the
results of a 2007 independent survey. The survey of PMA insured
accounts, conducted by an independent opinion research consultant,
found that 96 percent of those responding to the survey reported
that PMA has met or exceeded their service expectations over the
past twelve months. The survey response rate was nearly 40 percent.
James P. Murphy, Ph.D., of J.P. Murphy & Company, the firm
conducting the survey stated, �In the measurement process, we
sometimes observe what statisticians refer to as a �ceiling
effect.� Company ratings may be favorable, but you�re never going
to get 100 percent from 500 informed judges. Well, hitting 96
percent�as PMA did in terms of meeting customer expectations�is
about as high as we�ve ever seen it go.� Clients were asked to
assess PMA�s performance in 34 service categories. Among the areas
that PMA was rated the strongest were: ease of doing business with
the carrier, service provided by PMA�s Call Center, claims
management, local service capabilities, and risk control expertise,
including technical knowledge, responsiveness and understanding
clients� risk exposures and business operations. James Murphy added
that, in comparison to PMA�s 2005 client survey--in which PMA had
received high marks--scores on virtually all service categories
measured in 2007 increased from 2 to 5 percentage
points--especially ratings of PMA Call Center representatives and
certain parts of PMA�s managed care program. PMA�s Risk Management
Information System, PMA Cinch�, received a very favorable response
assessment. Ninety-nine percent of clients who are familiar with it
stated that Cinch equals or surpasses industry standards, with a
solid majority answering �surpasses.� "We are very pleased with the
results of the survey and that The PMA Insurance Group is able to
achieve such high levels of customer satisfaction," said Vincent T.
Donnelly, President and Chief Executive Officer of The PMA
Insurance Group. "PMA�s exceptional service franchise is the basis
of our brand and our primary competitive distinction. Our ability
to provide clients with exceptional service is the reason they come
to PMA." Mr. Donnelly added that PMA's employees continue to be the
key in achieving high levels of client satisfaction. "Our staff is
successful in delivering service because of their focused
execution, teamwork and passion. I appreciate their dedication and
congratulate our employees on achieving this outstanding result.�
The PMA Insurance Group The PMA Insurance Group, a multi-lines
property & casualty insurer, specializes in workers�
compensation insurance. Founded in 1915, PMA is known for service
excellence and high levels of customer satisfaction. In addition to
workers� compensation, PMA offers commercial automobile, commercial
multi-peril, general liability and umbrella insurance. Based in
Blue Bell, Pennsylvania, The PMA Insurance Group�s companies are
the insurance operating subsidiaries of PMA Capital Corporation
(NASDAQ:PMACA) that focus on insurance risk and insurance service
products. PMA Capital Corporation�s other operating subsidiaries
include fee-based insurance services providers, PMA Management
Corp. and Midlands Management Corporation. For more information,
please visit our website at www.pmagroup.com.
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