VoC Feedback Analysis for Insurance Products

Detect and prevent issues that impact customer claims and business performance by streamlining operational inefficiencies and identifying opportunities to reduce churn. You will be able to investigate and understand issues that cause bottlenecks and decrease department performance using a customisable reporting framework that shares critical detail with relevant stakeholders in near-real-time.

Used worldwide by leading digital-first customer centric organisations

City of Melbourne
Uber Eats

Report on key pain points to highlight areas of improvement

By analysing feedback data that is already being gathered by call-centre and operations teams with a robust reporting framework customised to your organisation, stakeholders will be able to see critical information quickly so improvements can be made to resolve key customer issues.

This review reveals issues contributing to customer churn, provides insights into operational bottlenecks in customer support systems, and defines pain points with a granular focus that enables your organisation to mitigate risk.

Learn more about how a VoC Feedback Analysis Reporting by Touchpoint Group can help you

Identify issues in high-touch areas like Claims, and see how they’re related to all stages of the customer journey

High-touch areas like insurance claims and renewals create high-risk interaction points where customers are more likely to have a negative experience and risk churning. These issues are rarely localised to one specific aspect of a customer journey. Our service allows you to uncover the relationships between aspects of the customer journey, understand how pain points are interconnected, and uncover bottlenecks within your processes that lead to greater customer satisfaction, and by extension retention.

analyse thousands of comments in minutes with ipiphany
understand root cause of customer issues

A solution for this project and a foundation for the next

The VoC Feedback analysis service is designed to help you achieve maximum potential in driving measurable business performance improvements from your customer feedback. The analysis framework and reporting system can be trained to suit your business needs.

Get a full understanding of the importance and value AI customer analytics can provide your business, a report on your data, guided analysis from experts, and a 12-month access licence to Ipiphany for your team to be able to build further custom analyses and reporting.

jp morgan mobile app case study
Case Study

How VoC Feedback Analyses Help Detect and Prevent Customer Churn for Annual Renewal Product Providers

In this case study, we apply an Insurance Customer Life Cycle Analysis to publicly available review data to help Hastings Insurance gain greater insight into potential performance improvements.

Contact Us

Let us know what type of data you'd like to analyse and we'll provide more information on how Ipiphany can provide an efficient way for your team to discover and report insights at scale.