Project Background
Aviva wanted to evaluate the customer satisfaction of their claimants. Customer satisfaction is very important to Aviva as their customers are the most important part of their business and they need to monitor and continuously improve their customer service. The key elements Aviva wanted to research were the effectiveness of the claims process, claimant’s services and resources and attitudes towards the insurance market. Aviva wanted iReach Insights to speak directly to their claimants to measure how they have experienced the Aviva claims process. This lead to an independent and confidential Telephone survey across a wide range of performance measures.
Methodology
iReach Insights decided to use a Qualitative approach for this research project. iReach Agents conducted 215 in-depth telephone interviews with Aviva claimants using an in-depth survey designed by iReach Insights. The aim of these Telephone calls was to get wide-ranging feedback from the claimants of Aviva on how they found the claims process with a particular emphasis on customer service across key engagement KPI measures.
Insights
iReach Insights needed to use very capable and sensitive researchers to get the most from the in-depths telephone calls, remembering to be sensitive to the claimant’s feelings, while still obtaining important insights for Aviva stakeholders. The 215 calls allowed iReach Insights to develop an all-inclusive report for Aviva which gets to the heart of claimant’s experience with the claims process and benchmark with the insurance market in general. The insights have helped Aviva to shape their customer service strategy and continue to satisfy their claimants in the future.