Customer Experience – How does your life insurance company compare to others?
This program allows companies to benchmark their customer experience to other life insurance companies using Satisfaction, Loyalty, Advocacy, and Quality.
Customer Experience Programs
In-Force Experience:
- Score made up of four measures – Satisfaction, Advocacy, Loyalty, and Quality
- Overall, Company, and Distributor Experience
- Five Drivers – Ease of Doing Business, Meets Needs, Provide Peace of Mind, Provides Value, and Meets Expectation
- 35 additional questions to help pinpoint where improvements need to be made.
- 33 life insurance companies in the benchmark
- Ability to pick your peers for comparison
- Company names displayed
Shopping & Purchase Experience:
- Score made up of four measures – Satisfaction, Advocacy, Loyalty, and Quality
- Overall, Company, and Distributor Experience
- Five Drivers – Ease of Doing Business, Meets Needs, Provide Peace of Mind, Provides Value, and Meets Expectation
- 35 additional questions to help pinpoint where improvements need to be made.
- Only life insurance companies in the benchmark
Claimant Experience:
- Satisfaction, Advocacy, and Loyalty are measured
- Claims experience measures and correlations to satisfaction and loyalty
- Primary contact ratings and correlations to satisfaction and loyalty
- Only life insurance companies in the normative database