This research was conducted to provide one of the largest Insurance companies in the country with actionable insights into the relationship between product offerings & service quality vs customer satisfaction to help them create customer value for long term acquisition.
The study was proposed to be conducted with a 6 months gap to assess the impact of the operational and marketing campaigns on the consumers satisfaction and perception. The sample size was adjusted to account for both surveyed and new respondents.
Face to Face Interviews
Based on the responses 2 key areas of improvement were identified which lead to establishment of contact centers to address customer queries and also defined their go to market strategy for the north region.