Cutting Dissatisfied Customers in Half

 

 

For the past nine years we have helped Zurich Insurance track and manage customers' satisfaction with its commercial lines claim service, including worker's compensation, general liability, property, and commercial auto claims.

By combining annual telephone surveys to measure satisfaction with the claims operation as a whole at the insurance decision-maker level with quarterly surveys to measure satisfaction with the handling of specific claims, we were able to provide reliable results at the claims office level. We identified key drivers of satisfaction early on, and update the drivers annually. By attending to those drivers Zurich has cut its number of seriously dissatisfied customers in half.