FWD had been tracking the NPS of an insurer quarterly for 5 years and its score was improving but the client did not have a clear action plan to continue this improvement.
FWD conducted a more extensive survey with brokers to focus on reasons behind the score and identify areas for improvement using Broking Now! FWD conducted a regression to identify the key drivers of satisfaction and those of recommendation.
The insights were presented back to management and a clear improvement road map was developed. FWD will continue to track the NPS to ensure the implementation of the plan is yielding the expected outcome.