We talk a lot about service at Aspire. We want our clients to be able to reach us, get answers, and know there’s a real person here when they need help.
But saying you provide great service is easy.
We wanted to measure it.
So, for three weeks, we tracked our incoming calls to answer a pretty simple question:
When our clients call Aspire, are we actually answering the phone?
1,497 Calls. 98.1% Answered.
Here’s what we found:
Week 1: 476 calls → 15 voicemails
Week 2: 486 calls → 9 voicemails
Week 3: 535 calls → just 5 voicemails
Our call volume increased each week, while the number of calls going to voicemail continued to decrease.
In total, we received 1,497 calls and only 29 went to voicemail.
That means 98.1% of our calls were answered.
We’re proud of that number, but even more than that, we’re proud of what it represents.
Because Sometimes You Just Need a Person
Insurance questions don’t always happen when it’s convenient.
Maybe you’ve been in an accident. There’s damage to your home. You’re standing at a dealership and need to add a vehicle. Something on your renewal doesn’t make sense. Your business needs a certificate of insurance to keep a job moving. Or you simply have a question and aren’t sure who to ask.
In those moments, you don’t want to wonder if someone is going to get back to you.
Sometimes, you just need a person.
Insurance is becoming increasingly automated, and we use technology at Aspire to make our team more efficient, too. But our goal isn’t to put more technology between us and our clients.
We want technology to give us more time for you.
Sometimes the Simple Things Surprise People
One thing we’ve noticed over the years is how often people are surprised by what we consider pretty simple things.
They’re surprised when someone answers the phone.
They’re surprised when we call them back quickly.
They’re surprised when we reach out before they know something needs attention.
They’re surprised when we remember what’s happening with their family or business.
They’re surprised when we follow up.
None of those things feel extraordinary to us. They’re simply part of how we believe an insurance agency should take care of people.
But somewhere along the way, good service started feeling exceptional. We think it should be the standard.
We’re Going to Keep Measuring It
Will we answer every single call? Probably not. We’re human, and sometimes our team is already helping another client. But accessibility matters to us, and that’s why we’re paying attention.
We don’t want great service to be something we simply say we provide. We want to measure it, continue improving it, and hold ourselves accountable to it.
Because at the end of the day, these aren’t really phone statistics.
They’re people.
They’re families and business owners who trust us to help protect what they’ve worked hard for. And when they need us, we want to be there.
Have a question? Need a certificate? Something changed in your life or business?
Give us a call. There’s a 98.1% chance a real person will answer. 😉
📞 (651) 760-8369
📞 (715) 781-8217
📞 (218) 741-0000
📞 (608) 755-1027
📱 Text Line: (651) 273-1143
📧 Email: hi@aspireinsurancegroup.com