
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…).