Customer Expectations

Listen

The insurer’s strategic teams wanted to understand the changing expectations of its customers for the coming years.

Understand

Survey via Internet/Telephone representative of the customer portfolio – N=2200

  • Identification/profiling
  • Evaluation of customer experience and satisfaction
  • Identification of the main contact points and channels
  • Prioritising expectations

Decide

Establishment of a pyramid of customer expectations (primary, differentiation…).