Philadelphia Insurance Realizes VoC Return on Investment


Confirmit Team

Confirmit Team

Author Bio

Confirmit’s dedicated teams work to deliver world-leading customer experience, Voice of the Employee and Market Research solutions. 


Author Bio

"The sophisticated Confirmit dashboard enables us to parse the data by product, geography or even business process, such as a claim or a call center query. With three clicks of a button instead of three days of analysis, a regional manager can gauge a group’s performance."
— Seth Hall , VP Customer Service

Challenge

Previously expected market share was no longer guaranteed and the competitive landscape began to get crowded. Philadelphia Insurance realized that long-term success in this new market required a fresh strategy – and a differentiator to set them apart from competitors.

Solution

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities.

Results

  • Between 2010 and 2013, the insurer’s Net Promoter® Score or NPS, rose from 52.7 to 55.3
  • Management now relies on an automated alert system
  • Renewal rate change increased by nearly 3%
  • Customer retention now exceeds 90%
*All trademarks are the property of their respective owners. Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix, Inc., Bain & Company, Inc., and Fred Reichheld.”
 
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