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.