At McClarrons Affinity, insurance has never just been about arranging insurance policies. It is about understanding the lifestyles, homes, collections, and possessions that matter most to our clients, and how they choose to use their homes and vehicles, wear their jewellery and watches, or store and display their antiques, art, or other unique collections. By taking the time to understand our clients’ needs, we can then provide specialist advice alongside a personal service we take great pride in. Our commitment to our clients is reflected in the feedback we receive from the people we work with every day.
As we approach the tenth anniversary of McClarrons Affinity next year, we are proud to reflect on what has helped us achieve an NPS score of 84: the trust and confidence our clients place in our team. With this in mind, we are asking you to help us better understand what makes you recommend us. We will therefore be kindly asking our clients to take just two minutes to complete the survey linked in our latest newsletter. Your responses will help us build a broader picture of the client experience and identify the things that matter most to you. If you are a client and have not received our latest newsletter, please feel free to speak to your dedicated McClarrons Affinity contact, who will be happy to arrange for the survey link to be sent to you.
Our Net Promoter Score
A Net Promoter Score (NPS) measures how likely clients are to recommend a business to friends, family or colleagues – a question you will likely be used to seeing when being asked for feedback. It is one of the most widely recognised measures of customer loyalty and satisfaction. Throughout the year, we have asked this question to our new and renewing clients, with their responses resulting in an NPS score of 84 for McClarrons Affinity. For us, this is much more than a number. It represents the confidence our clients have in our people and the relationships we have built together.
We are particularly proud of this result when compared with the wider insurance industry. The 2025 Q1 NPS benchmark published by QuestionPro puts the insurance industry average at 33, meaning our score of 84 is significantly above this benchmark. However, for us, this is much more than a number. It represents the confidence our clients have in our people and the relationships we have built together.
Of course, the score itself only tells part of the story; we really value the comments clients leave alongside their responses, which give us a better understanding of what they value about working with us and why they choose to do so. From our personal approach and specialist knowledge to the support we provide, you can see what some of our clients have said here: What our clients say about McClarrons Affinity.
We are grateful to everyone who takes the time to provide feedback. It helps us understand what we are doing well and how we can continue to improve the service we provide.
Looking ahead to our tenth anniversary
Next year marks 10 years of McClarrons Affinity, giving us an opportunity to reflect on the relationships we have built with our clients, insurers and partners, what we have achieved – whether that be hosting memorable events, achieving great outcomes for you, our clients, welcoming new members to the team, or our NPS score, as well as encouraging us to look ahead to the next chapter.
We hope to share some of our survey results with you in the coming year as we begin our anniversary year and celebrate 10 years of McClarrons Affinity.
Thank you to everyone who takes the time to share their views. Your feedback will help us shape the next ten years of McClarrons Affinity.
