Survey Program Engages Customers
Learn the details of the Philadelphia Insurance Companies Voice of the Customer program.
The program involves surveying customers about recent agent transactions as well as right after they have opened an account. "We are trying to understand what our customers' experience is with us from the minute they started working with us through their latest transaction,"
As a result, "We are sending out hundreds of surveys per day on our reps," he says. "And any time those come back with a negative score, one of our Action Management Team members — a team of three people — is responsible for getting back to that survey responder with an email or a call on the same day or within 24 hours to try to resolve the issue that came up in the survey."
The company was amazed by the response this effort got from customers. "The amount of positive feedback we have gotten from this program is incredible,"
The program has also helped Hall make the case for enhanced technology and bridge organizational silos.
Details on this award-winning program appear in the May issue of Customer Service Newsletter.
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