To make sure that our workers and processes are performing to the very best normal, we constantly monitor life insurance coverage candidates’ satisfaction survey outcomes and client enter. This suggestions helps reveal areas of the life insurance coverage software course of that affect customers’ opinions probably the most. With greater than 6,300 responses to our client satisfaction survey for Q1 2024 the under tendencies rose to the floor.
Skilled workers
Our survey discovered that 97% of respondents reported that “the examiner was courteous {and professional}.” As well as, 94% of appointments have been on-time.
“The younger woman who carried out my examination was thorough and really expert. She took the time to reply questions and defined every step alongside the best way. I felt that she cared about me and the standard of her work. Thanks for making this a stress-free expertise.” – Life insurance coverage applicant in Lubbock, TX
Comfort
Greater than 50% of candidates selected both an examination middle location or at-home assortment mentioned they select the situation as a result of “most handy place for me”.
“The examination room, bogs, and ready room have been clear and comfy. Plus the workers at this location have been implausible. Test-in was straightforward, and so they totally defined course of.”- Life insurance coverage applicant at a Quest Affected person Service Heart in Lexington, KY
Ease of scheduling
“The corporate made it straightforward for me to schedule my appointment at a time that was handy for me.” The query measures how a lot effort candidates put in to scheduling their paramed examination. This rating is known as a Buyer Effort Rating (CES) with a 1-7 rating – 1 being not straightforward and seven being very straightforward.
We’re averaging a 6.6 on the 7-point scale, which means that customers discover scheduling an appointment very straightforward.
General satisfaction
The vast majority of respondents are glad with their ExamOne expertise. ExamOne’s Buyer Satisfaction (CSAT) rating in Q1 2024 was 92% (on a scale of 100). Whereas CSAT scores differ by trade, an excellent rating will sometimes fall between 75% and 85%.
In line with the American Buyer Satisfaction Index, a company that benchmarks buyer expertise throughout industries, the life insurance coverage trade common CSAT is 78%.
The above efficiency monitoring has remained in line with our general 2023 high quality stats.
Different efficiency metrics
Starting in 2024, candidates who’ve the choice to finish their private well being assortment interview on-line are surveyed to collect suggestions on completion occasions, ease of completion and satisfaction of course of. Along with these client high quality metrics, we additionally monitor our efficiency within the area akin to turnaround time and error fee. The entire data gathered from our qc is used to constantly enhance our processes. Our groups are dedicated to driving our high quality requirements greater to enhance each the shopper and client expertise.
ExamOne’s skilled workers, choices for comfort of screening areas, ease of scheduling, and the fixed monitoring of a number of efficiency metrics assist be sure that coverage completion is just not stalled or hindered, and applicant satisfaction is achieved.
To seek out out extra about how we assist guarantee a constructive life insurance coverage applicant expertise with training and sources, go to MyExamOne.com.
