To make sure that our workers and processes are performing to the best normal, we repeatedly monitor life insurance coverage candidates’ satisfaction survey outcomes and client enter. This suggestions helps reveal areas of the life insurance coverage utility course of that influence shoppers’ opinions essentially the most. With greater than 6,300 responses to our client satisfaction survey for Q1 2024 the under developments 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 way in which. 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 heart location or at-home assortment stated they select the placement 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. Verify-in was simple, they usually completely defined course of.”- Life insurance coverage applicant at a Quest Affected person Service Heart in Lexington, KY
Ease of scheduling
“The corporate made it simple 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 simple and seven being very simple.
We’re averaging a 6.6 on the 7-point scale, that means that customers discover scheduling an appointment very simple.
Total satisfaction
Nearly all 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, rating will sometimes fall between 75% and 85%.
In accordance 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 step 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 assemble suggestions on completion instances, ease of completion and satisfaction of course of. Along with these client high quality metrics, we additionally monitor our efficiency within the area equivalent to turnaround time and error charge. The entire info gathered from our qc is used to repeatedly enhance our processes. Our groups are dedicated to driving our high quality requirements increased to enhance each the consumer 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 certain that coverage completion shouldn’t be stalled or hindered, and applicant satisfaction is achieved.
To search out out extra about how we assist guarantee a constructive life insurance coverage applicant expertise with training and sources, go to MyExamOne.com.
