In order not to forget other important industries in our practical examples, we will now focus on the implementation of customer experience in a large insurance company.

In general, insurance companies operate as service intermediaries, and in recent years the demands for service quality and overall customer satisfaction have increased significantly. That’s why it was essential for our client to become a market leader through a superior customer experience and the implementation of a customer-centric organization across the entire company.

In previous chapters, we have described the mapping of all customer touchpoints many times, so we will now focus on how this insurer works with customer experience and how it has managed to integrate feedback into key areas of the organisation.

Multiple methodologies for a comprehensive view of the customer experience

The first important step was the realization that one methodology for measuring customer experience was not enough. To fully understand customer needs and satisfaction, three key metrics needed to be combined:

🔹 Net Promoter Score (NPS) – to measure overall satisfaction and willingness to recommend an insurance company, including partner satisfaction ratings.
🔹 Customer Satisfaction Score (CSAT) – to assess common customer interactions, such as phone calls with the customer service center.
🔹 Customer Effort Score (CES) – to evaluate the quality of service and software tools used by customers and internal team.

This combination provided the insurer with a complete overview of its strengths and weaknesses, both in the eyes of its customers and partner companies.

Speed up response to complaints and problem resolution

The second, and even more important step, was to set the right key performance indicators (KPIs), especially the speed of response to complaints and overall resolution time.

💡 InsightSofa served here as a tool that:

• It automatically categorised each case.
• It checked the progress of the solution and automatically delegated the task to the next responsible employee in case of delays.
• Ensured that if a customer had a problem, the insurance company responded extremely quickly and resolved it efficiently.

Detailed feedback analysis and marking

The third key element was the internal marking of feedback. This meticulous process not only relies on data completed by customers, but also involves the insurance company’s employees.

How does it work?

✅ The customer team opens a feedback form that is automatically tagged according to pre-set rules.
✅ It contacts the customer to find out the root cause of the problem.
✅ Records the feedback with the correct label, allowing for even more accurate analysis and focus on the really important issues.

Results: strengthening of the market leader position

Through excellent customer experience management, this project has come very far and helped the client become a stronger and more competitive player in their industry.

📈 The insurance company can now:

✔ Respond quickly to customer and partner needs.
✔ Accurately analyze and improve services based on real data.
✔ Maintain a high level of customer satisfaction and loyalty.

This approach shows that the modern insurance company is no longer just a passive service provider, but an active partner to its clients – and this is what makes the company one of the market leaders.