Surveying For Insurance Companies

Customer service is foremost to insurance companies as the goal is to build loyalty.
Process to track the quality of customer service must be:

• Easy
• Cost effective
• Customizable

What creates customer loyalty? - Trust

Performance Feedback CSI creates trust.

• Demonstrates your commitment to total customer satisfaction.
• Identifies areas of concern AND provides opportunity to repair the relationship.
• Documents performance issues to allow for employee management.

Analyze key points in the process to:

• Take a more proactive approach to any problem.
• Find places of improvement throughout entire process.
• Help customers remember steps of the claim process
  – identify issues (good or bad) at a given step

Customize questions for:

• First-notice-of-loss Representative
• Claims Representative
• Appraiser
• Overall experience

Root Cause Analysis

• Capture reasons why customers had a good or bad experience
• Look at qualitative feedback in addition to the typical statistical reports
• Gain insight into a customer's experience

Sample Questions - Customize as needed

• Rate the ease of the initial call to report your claim. How would you rate?
• How well was the claims process explained to you?
• Rate the timeliness of follow-up contact after your claim was reported
• If you worked with an adjuster in person, how would you rate his/her professionalism?
• Based on your experience, would you recommend this insurance company to others?

* Response options include scale, yes/no and open-ended. Customer comments are strongly encouraged.

Survey calls

• Survey calls are completed by 8:00pm local time.
• Depending on the number and complexity of questions, most surveys only take 2 to 3 minutes to complete.
• Surveyors follow scripts, are courteous and exceed professional standards.

Reporting

Multiple reports emailed directly to designated representatives.
Available reports sort data and comments by:

• Region
• Sub-region
• Adjustor