"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
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.
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.
- 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.”