Broker TCF (Treat Customers Fairly)

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The Broker TCF (Treating Customers Fairly) programme helps brokers, brokerage managers and brokerage owners to measure the level of service and satisfaction experienced by a policyholder.

During the process, certain TCF and FAIS (Financial Advisory and Intermediary Services) regulation questions may be asked and confirmed for record keeping purposes to assist with compliance requirements.

Broker TCF

Why Broker TCF?


Although most questions are kept standard to allow for benchmarking, you can disable questions that are not relevant to your business. You have the flexibility add two custom questions of your own to each survey.

negative feedback

If a customer leaves negative feedback, you'll receive an email notification within a few minutes. This means you can quickly respond to the unhappy customer to solve their issue.

integrated system

The system is already integrated with the Cardinal and MMX systems. This means that we can trigger automated surveys at different broker-customer touch points.

usefull feedback

Get feedback that is useful, frequent and in real-time which allows for immediate action on valuable insights.

track performance

Track performance over time to identify changes in customer satisfaction. Benchmark results against the market and across insurers and operational categories.

How does it work?

Step 1
Step 1

The interaction with customer takes place and concludes.

Step 2
Step 2

A SMS is sent directly to the customer containing a link to provide feedback relating to their experience.

Step 3
Step 3

Your customer completes an online survey providing feedback (positive or negative) relating to their unique experience.

Step 4
Step 4

Customer feedback is made available online allowing your business to address any concerns as soon as possible.

Benefits of Broker TCF

understand your business

Understand your business
- by rolling up customer feedback after key customer interactions you can measure and understand the performance of teams, brokers and other operational categories.

increase loyalty

Increase long-term loyalty
- capturing customer feedback at various touch points and channels helps isolate individual customer issues, which will lead to resolution and loyalty.


- regulation mandates ‘Treating the Customer Fairly’ and with this increased focus on the customer it is becoming critical to show and measure your brand’s customer focus.


Number of interactions Price (VAT Incl)
0 - 1000 R995,00
1001 - 1500 R1 500,00
1501 - 3000 R2 200,00
3001 - 4000 R2 900,00
4001 - 5000 R3 600,00
5001 - 6000 R4 300,00
6001 - 7000 R5 000,00
7001 - 8000 R5 700,00
8001 - 9000 R6 400,00
9001 - 10 000 R7 100,00
10 001 + POA

Get started

Step 1
Step 1

Sign up to MyEcho Empower

Step 2
Step 2

Make payment

Step 3
Step 3

Register for the Broker TCF program

Step 4
Step 4

Complete the registration form

Step 5
Step 5

Start sending surveys

Do you want to know more about Broker TCF?

Email Lightstone and an expert consultant will be in touch with more information.

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