NET PROMOTER SCORE ANALYTICS FOR INSURANCE
Know what makes your customer happy and what makes
them uphappy about your services
Asking a customer for her opinion is one thing, but acting on that feedback quite another. Customer loyalty analytics helps to build a strong listening organization centered around the customer.
NPS, VoC or CSAT?
No matter which customer satisfaction and / or loyalty framework you use, unless that feedback is not acted upon, any framework or methodology will be of little use. Net Promoter Score, Voice of Customer, and Customer Satisfaction surveys all reach out to the customer to understand their perception of the brand. But most of the time, the feedback is just collected as one more thing to talk about, and doesn't become part of the operational execution.
Faster Customer Action using Analytics
In a typical survey process, insurers usually have an agency or an inhouse team to administer the survey. These teams are also responsible for collation and creation of reports. Another resource is then responsible for analysis each response and developing a close looping plan. This entire process can take about 8-12 weeks, during which time the customer has no clue about the actionability on her feedback. Analytics can help cut down this response time and help users focus on business action rather than data management.
PULSE is the Ultimate Customer Feedback Analysis tool
PULSE is a smart customer feedback analytics tool which works for Net Promoter Score and Customer Satisfaction frameworks. It delivers actionable insights in plain English based on the survey data. By using a combination of deep text analytics and natural language processing techniques, PULSE can evaluate free form customer feedback for context, sentiment and build criticial insights around it. By integrating survey data with interaction data, PULSE powers more comprehensive and actionable insights and cuts down analysis time by nearly 80%.