Measuring the customer experience: consistency matters

The consistency that matters for customer experience metrics? CSAT or NPS metric alone is not complete, transactional customer experience study and periodic survey with consistent effort is probably best with comparative studies of customer experience patterns. So, maybe it’s time to re-think “Customer Experience Score” versus “Net Promoter Score” and “CSAT Scores”

Strong growth in the insurance industry over the next decade to be a key driver for customer experience metrics. In India, government has approved the ordinance to increase Foreign Direct Investment (FDI) limit in Insurance sector from 26 per cent to 49 per cent which would further help attract investments in the sector.

Urban low-income insurance penetration in India is expected to have increased rapidly in recent past and rapid development in Tier II and Tier III cities and growth in new bankable households have led to the emergence of a large insurable class with an appetite for sophisticated life, health or motor insurance products. However, insurance density and penetration remain at very low levels compared to that in developed countries; this indicates a strong potential for growth in future Business models need to be customer need, expectation and experience based. Refer the info-graphics below to know why insurance providers and operators to act now and prefer to See through the eyes of customers.

The priority objective would be to act and build an all-Channel CX Score to measure experience measurement approach for insurance providers, underwriters and brokers. We have developed an offering to address this increasingly pressing challenge for any organization dealing with both face to face and digital customer interactions and finally deserve best customer experience in a sustainable way and help you grow mature customer experience tracking system with Enterprise Survey Platform and enable survey data analytics, dashboards to review all channels.