Case story: Helping a global insurance company to understand the customer experience in real time

Case story: Helping a global insurance company to understand the customer experience in real time

Helping a global insurance company to understand the customer experience in real time

 Establishing a continuous feedback loop for customers

The challenge

A global insurance company wanted to continuously monitor and manage its customers’ experience across multiple touchpoints, processes and products.

The results

Improved Net Promoter Scores (NPS)

Following the research, the company has a renewed focus on the customer. As an organization, there is significantly more emphasis placed on NPS.

Thanks to an integration with social media, the company has succeeded in creating a number of ‘super promoters’. These customers have shared their positive experiences on social media.

How we got there

We established a continuous feedback loop for customers.

This starts with the registration of a customer contact from any monitored touchpoint. Customers receive a short survey within 24 hours of contact. Insights from this reveal areas for improvement. Relevant stakeholders are then alerted to the feedback so that it can be followed up. Finally, a short follow-up survey is sent to the opted in customer to assess the impact of the corrective action.

We’ve also now added a social dimension to the feedback loop. Promoters are invited to share their open answers via social media. This enables the client to start managing positive feedback effectively instead of just measuring it.

Understand the customer experience in real time with Closed Loop Feedback

  • Create a new customer-centric culture
  • Understand the customer experience in real time across multiple products and processes
  • Gain insight into what is driving (or eroding) customer satisfaction
  • Translate insights into action that will boost customer satisfaction
  • Improve your Net Promoter Score
  • Create super promoters

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