Our client wanted to understand their clients’ expectations with regards to aviation claims handling and how they were delivering against those expectations, as well as identify areas for improvement.
Two projects were conducted:
- First, an end client claims satisfaction entailing a series of 20+ teledepth interviews with both retail and commercial light aircraft claimants covering expectations, the reality of claim handling and possible improvements.
- Second, benchmarking broker opinion of providers among 110 specialist aviation brokers covering sample of general aviation, airlines, aviation products and airports covering market issues, familiarity and favourability to competitors, important selection factors and delivery against those and who is market leader in each segment.
Results from these two studies enabled our client to focus on areas that needed improvement to increase client satisfaction