Understanding Customer Satisfaction with the Brand.

Understanding Customer Satisfaction with the Brand.

Business Situation:

 

  • Client wished to conduct a customer satisfaction study across 14 cities (tier 1 & 2) in India to identify their customer needs from on-boarding to making claims.
  • Evaluate service level experience from client and take their feedback.

 

Finding Facts:

 

  • Customer experience of purchase of policy.
  • Customer journey from on-boarding till claims.
  • Total hand holding process by the company executives.
  • Information finding process for customers.

 

Solutions Suggested:

 

  • Offer suggestions based on sample segments.
  • Offer 360-degree overview to client about customer journey and satisfaction points.
  • Explaining the un-satisfied areas in customer journey with the brand.

 

Outcome:

 

  • Improvements in customer handling processes.
  • Feedback on customer unmet needs.