A leading reinsurance group commissioned a survey to canvass the opinions of their UK-based customers to help meet the objectives and growing demands of the reinsurer.
A total of 318 telephone interviews were conducted (representing just under half of all the sample of customers). Interviews lasted about 15min.
The survey covered the following areas; image and perceptions of the reinsurer and its competitors (looking for points of differentiation), satisfaction with service at an overall and individual level, claims handling and relationship management.
The result enabled internal teams to understand their perceived strengths and weaknesses among clients and to determine improvement priority areas.
The survey results were also used as an opportunity to speak with and build client relationships.