Towards the end of 2025, the Club undertook an extensive research project to assess brokers' experience and satisfaction across our products, services and relationship touchpoints. A core project aim was to identify actionable recommendations to drive future improvements to further enhance our trusted relationships.
We gathered feedback from 132 online surveys and conducted nine in-depth interviews with a broad range of brokers from across five global regions. We are delighted to report an incredibly positive set of results.
To bring the key findings to life, we have produced an accompanying infographic.
Feedback from the broking community was overwhelmingly positive. We achieved a customer satisfaction score of 8.8/10 and increased our Net Promoter Score (NPS) to +72 (2021: +56). Brokers once again recognised the Club as a leading provider of insurance for smaller and specialist vessels.
Brokers rated us highly across several areas, including our fair and flexible claims approach, handling of sanctions issues, P&I Online portal, documentation quality, loss prevention support, and responsiveness. Notably, 74% of brokers said they would actively recommend the Club to clients.
The research also identified opportunities for continued improvement. Listening to the needs and concerns of our international broking community is incredibly important for us as a Club and the findings of the research have provided invaluable insight that will help us to continue to Ensure the Peace of Mind of our Membership.
Thank you to everyone who participated - your feedback shapes how we continue to serve you.
If you would like to speak with us to understand the results further, please get in touch with your usual Club contact or email the marketing team at marketing@shipownersclub.com.