0
84% 63% 85% 88% 90% 84% 73% 73% 73% 75%
93%
77%
94% 93%
96%
91%
82% 83%
88%
83%
40%
60%
80%
100%
Settlement
Met
Expectatio...
Top 10 Key Performance Indicators – Auto
93% 66% 87% 68% 70% 91% 85% 90% 49% 65%
97%
76%
91%
82% 79%
96% 95% 95%
59%
85%
0...
Top 
KPI #
Property Claims Auto Claims
1 Met settlement expectations Met settlement expectations
2 Make claimant feel more...
Issues to Consider and For Discussion:
SEEKING AND RESPONDING TO CUSTOMER FEEDBACK:
 How can we best seek out and respond...
Issues to Consider and For Discussion:
IMPACT OF CHANGING TECHNOLOGY:
 What is the role of technology in driving customer...
Many Thanks for Joining our Session
ARE THERE ANY QUESTIONS FOR US?
Friday 10am-key driversincustomerreflection
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Friday 10am-key driversincustomerreflection

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Transcript of "Friday 10am-key driversincustomerreflection"

  1. 1. 84% 63% 85% 88% 90% 84% 73% 73% 73% 75% 93% 77% 94% 93% 96% 91% 82% 83% 88% 83% 40% 60% 80% 100% Settlement Met Expectation Make claimant feel more at ease Return promised callbacks Avoid manager contact for issues Knows who to contact for questions Answer all questions Provide accurate claim length expectation Limit repeating information Avoid placing on hold Fully cover all expenses Industry Highest in Industry Lowest in Industry Top 10 Key Performance Indicators – Property Industry 0%     2%  ▲ 1%       (2%)  ▼ 0%       (3%)  ▼ 2%  ▲ (1%)       1%       (3%)  ▼
  2. 2. Top 10 Key Performance Indicators – Auto 93% 66% 87% 68% 70% 91% 85% 90% 49% 65% 97% 76% 91% 82% 79% 96% 95% 95% 59% 85% 0% 20% 40% 60% 80% 100% Settlement met expectation Make claimant feel more at ease Return promised callbacks Limit repeating information Provide accurate claim length expectation Knows who to contact for questions Received policy explanation Answer all questions Provide settlement terms in 3 days or less Provide claim update method options Industry Highest Insurer Lowest Insurer Industry (1%)  ▼ 1%       (1%)  ▼ 1%       1%  ▲ 0%       2%  ▲ (1%)  ▼ 2%  ▲ 1%      
  3. 3. Top  KPI # Property Claims Auto Claims 1 Met settlement expectations Met settlement expectations 2 Make claimant feel more at ease  Make claimant feel more at ease  3 Return promised callbacks Return promised callbacks 4 Avoid manager contact for issues Limit repeating information 5 Knows who to contact for questions Provide accurate claim length expectation 6 Answer all questions Knows who to contact for questions 7 Provide accurate claim length expectation Received policy explanation 8 Limit repeating information Answer all questions 9 Avoid placing on hold Provide settlement terms in 3 days or less 10 Fully cover all expenses Provide claim update method options Top 10 Key Performance Indicators
  4. 4. Issues to Consider and For Discussion: SEEKING AND RESPONDING TO CUSTOMER FEEDBACK:  How can we best seek out and respond to customer feedback via various communication channels: • Formal complaints • Survey research • Customer touchpoints (e.g., contact centers) • Social media GENERATIONAL DIFFERENCES:  How do we best understand and adapt to changing consumer expectations of various groups: • Millennials • Boomers • Others
  5. 5. Issues to Consider and For Discussion: IMPACT OF CHANGING TECHNOLOGY:  What is the role of technology in driving customer satisfaction, particularly the move to mobile?  What are the effects of the older generations and their rapid adaptation of newer technology?  What is the effect of the “rushed” society and willingness to stand still long enough to do a survey? INDUSTRY CHALLENGES:  Are we, as an industry, agile enough to keep up with all of the changes in consumer expectations and their desire to be mobile?
  6. 6. Many Thanks for Joining our Session ARE THERE ANY QUESTIONS FOR US?
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