Survey Program Engages Customers
Learn the details of the Philadelphia Insurance Companies Voice of the Customer program.
(Boonton, NJ, May 6, 2013) — The Voice of the Customer program at Philadelphia Insurance Companies is providing valuable information, delighting customers, and getting top management focused on service-level issues.
The program involves surveying customers about recent agent transactions as well as right after they have opened an account. "We are trying to understand what our customers' experience is with us from the minute they started working with us through their latest transaction," says Seth Hall, vice president of customer service.
As a result, "We are sending out hundreds of surveys per day on our reps," he says. "And any time those come back with a negative score, one of our Action Management Team members — a team of three people — is responsible for getting back to that survey responder with an email or a call on the same day or within 24 hours to try to resolve the issue that came up in the survey."
The company was amazed by the response this effort got from customers. "The amount of positive feedback we have gotten from this program is incredible," says Hall. "I think it is cathartic for people, really, to fill something like this out when they have had a bad experience.
The program has also helped Hall make the case for enhanced technology and bridge organizational silos.
Details on this award-winning program appear in the May issue of Customer Service Newsletter.
About the Customer Service Group
For more than 20 years, the Customer Service Group has helped customer service, call center and help desk managers increase productivity, improve service quality and boost customer satisfaction, loyalty and retention. The Customer Service Group publishes Customer Service Newsletter and The Customer Communicator.