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Identified parameters influencing customer’s decision making
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Shift focus on more critical function areas
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10-15% Improvement in operational efficiency
CLIENT CHALLENGES
- A market research company working for a global US based health plan service provider approached Acuity Knowledge Partners to identify result oriented and objective ways to improve performance of its customer service for its members
OUR APPROACH
- Data collection from the customers via online survey methodology by sending personal email invitations and filling feedback survey
- Short 5 minutes interactive survey developed considering the audience and research objective using Confirmit Programming Platform
- Sample response rate monitored using email campaign report
- Real time survey progress using online dashboard
- Tables and dashboard across all survey questions with statistics and KPIs designed and presented to client
IMPACT DELIVERED
- Survey findings suggested that customers’ experiences with the Member Services Department influenced their feelings about the plan
- Results also suggested that 25% focus should be on the Customer Services Department and 75% on staff retention
- Longer employment resulted in improved operational efficiencies (gain of 10-15%) as the staff gained more expertise
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