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The Completion of Research to Measure Customer Satisfaction

Oct 24, 2012

CINICO, the insurance company for Cayman’s civil servants, is pleased to announce the completion of a multi-phased market research project aimed at gauging customer satisfaction which included a series of focus group discussions and an online survey.


Local public relations and marketing firm, Tower Marketing, conducted the various stages of market research for the project.  Lynne Byles, Managing Director of Tower Marketing, states "We were happy to work with CINICO as this important research will provide valuable information which can be used to make informed, strategic decisions for the future direction of the organisation."


CINICO’s CEO Lonny Tibbetts says he is delighted with the outcome of the initiative which has affirmed the organisation is on the right path to success.


"There is a real sense from the results that the service we are providing at CINICO is improving and that it will continue to improve," he says. "I am heartened in particular by the statistic that 83% of CINICO members are ‘very/somewhat satisfied’ with their CINICO insurance policy, so we are definitely on the right track."

Mr Tibbetts says there is still work to be done in continuing to improve the quality of service.


"The results have highlighted three areas in particular on which we will focus our energies - processes, the organisational culture and communications. In this respect, we will be gearing up to improve aspects of our service such as the speed of the claims submission process, our responsiveness to requests and communications between CINICO and its members," he confirms.


Part of the research involved an online customer satisfaction survey, which took place earlier this year. Completion of the survey, which was available to all civil servants, pensioners and statutory body CINICO members, afforded entrants the chance to win one of two Ipads. Brenda Dawkins and Thais Ducent were the winners.


Ms Dawkins says she was excited to have won. "The survey was extremely straightforward to take," she confirms. "I felt it was important for me to complete the survey because, as a CINICO member, I want to have a voice as to how I receive my insurance coverage. I am delighted to have been able to give my input in this way."

Mr Tibbetts confirms that CINICO continues its commitment to transparency for its members and in that regard the results of the survey will soon be posted on CINICO’s website for public viewing. Visit for more details.


CINICO Customer Survey Results


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