Financial Services

Health Plan Insurers Customer Experience

Health plan insurers are an integral aspect of the financial services, and in order to be competitive, brands need to provide the most value to their customers. Often, this comes in the form of Customer Experience, meaning that the interactions between brand and customer are optimized across all channels.

Health Plan Insurers Mystery Shopping

Mystery/Secret shopping is a beneficial tool for health plan insurers because it grants you access to the data involved with these representative-customer interactions. By monitoring your employees with this program, you can uncover areas where your brand is excelling, as well as places to focus on improvement.

Health Plan Insurers Voice of Customer

Voice of customer feedback programs are another useful tool for health plan insurers because it provides information about interactions after the fact, that can be used to influence future interactions. These kinds of programs open up the channels of communication and allow your brand to uncover exactly what your customers desire.

A well-functioning voice of customer feedback initiative will help health plan insurers uncover key insights, including:

  • Employee-customer interaction analysis
  • Information regarding which branches are outperforming others
  • Specific areas of the customer journey that are lacking
  • Net Promoter Score® (NPS), or the likelihood of your customers to recommend your brand to friends and family

Health Plan Insurers Compliance Audits

When dealing within the healthcare field, it is important that your employees are knowledgable about the parameters of their performance. Compliance audit programs can help health plan insurers make sure that their employees are remaining compliant with these industry standards, and can help answer the following questions:

Is our brand working to make sure all employees are aware of industry rules and regulations?
Are our customers reacting favorably to our Customer Experience initiatives?
What factors are leading to individual branch success?
Are agents or representatives following the protocols to which they have been trained?

Integrated or Stand-Alone Programs | Unified Reporting + Analytics

Second To None is differentiated in our ability to offer Operationally-based measurement solutions – Mystery Shopping and Compliance Audits – along with Customer-based solutions Voice of Customer feedback surveys – then unifying data streams into a robust, real-time and role-specific Analytics and Insights platform.

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