VoC feedback analysis designed specifically
for the Insurance industry

VOICE OF THE CUSTOMER
FEEDBACK ANALYSIS 

Detect and prevent issues that impact customer claims and business performance by streamlining operational inefficiencies and identifying opportunities to reduce churn.

  • Investigate and understand issues that cause bottlenecks 
  • Highlight areas contributing to poor department performance
  • Develop a long-term customisable reporting framework that shares critical detail with relevant stakeholders in near-real-time.
  • Improve retention, reduce overheads and mitigate potential operational risk

Touchpoint Group, trusted by customer centric organisations world-wide.

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.

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.

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.

Book a 20minute consultation today

Case Study

How VoC Feedback Analyses Can Help Detect and Prevent Customer Churn for Insurance 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.

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Business Recovery Review

Understand the effects of COVID-19 or other major economic events on your business, competitors, and sector. Analyse the impact over time, and uncover issues in granular detail to help determine the best course of action to guide your business through recovery.

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NPS & CSAT Analysis

Analyse text feedback from customer satisfaction surveys such as NPS and CSAT to get a true understanding of your customers’ experience with your product or service. Quantify the results through ongoing trend analysis to understand the reasons driving customer satisfaction, experience and ratings. Use AI technology to determine root cause, and deliver key actions and solutions through a customised reporting framework specific to your business and industry.

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Customer Retention Analysis

Analyse and draw out issues experienced by customers within your Customer Experience (CX) feedback to understand the root cause of churn. Improve retention by prioritising improvements based on solutions that will have the biggest impact for your business and its stakeholders.

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Get In Touch

To learn more or book a 20 minute consultation to find out how we can help drive operational efficiencies in your business, fill out your details in our contact form.