Insurance: Customer Experience Management Case Study

A Fortune 1000 insurance provider was consistently underperforming its peers in an annual, customer perception study conducted by J.D. Powers and Associates. The provider was consistently falling short in the areas of overall customer satisfaction and specifically customer satisfaction with its claims process. To address customer concerns, the provider created a company task force to identify and address issues resulting in customer dissatisfaction. A key outcome of the task force initiative was to partner with eTouchPoint to institute a process to continually measure and benchmark metrics that are critical to the customer experience.