Financial Services

Insurance Customer Experience

While insurance is something that everybody needs to deal with at some point, the most successful brands are those that the provide the most value. Having internal methods to measure and optimize the Customer Experience for your insurance brand can help provide this value to your customer base.

Insurance Mystery Shopping

The first step to providing this value is to be able to measure your brand’s current Customer Experience. Mystery/Secret shopping programs can help your insurance brand discover this information about your brand by giving you an unfiltered, unbiased look at the way your employees are interacting with your customer on a daily basis.

Insurance Voice of Customer

Voice of customer feedback programs can help insurance brands unlock valuable insights about the way your employees interact with customers, as well as helping create better channels of communication between brand and customer.

A properly designed voice of customer feedback program can help discover key insights, including:

  • Office and agent-based customer sentiment
  • Net Promoter Score (NPS), or the likelihood of your customers to recommend your brand to friends and family
  • Specific areas of the Customer Experience to improve upon
  • Comparative statistics across different branches

Insurance Compliance Audits

Insurance providers have a strict set of rules and regulations to follow throughout their interactions with customers, and it is up to the brand to make sure that their employees are remaining compliant with these brands. A compliance audit program is essential to measuring customer interactions and making sure they retain compliance with industry standards. This program can help answer many questions, including:

Are employees that interact with customer knowledgable about industry rules and regulations?
How is our brand performance being perceived by our customer base?
Are certain branches outperforming others?
Do our current or potential policyholders directly experience, observe or overhear interactions with our associates which are optimal?

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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