The company was conducting annual satisfaction surveys for its top agents, as the 'Voice of Customer'. The sample did not represent the population, and the 12 months feedback-action cycle was too long to support operating (tactical) decisions.
The program was designed for an actionable 6 months cycle and included both average performers and inactive agents with representations from Tier II and Tier III towns.
A two-step process for identification and evaluation was used to measure Loyalty, Continuity and Touchpoint Satisfaction across key advisor segments.
Tangible value derived from the first round prompted the insurer to abandon its costly annual surveys. 2009 saw overhaul of the training function, revamp of the agent website and 'Respect the FA' refresher workshops across India.
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With a team of dedicated Project Managers, Data Scientist, IT Developers, UI/UX developers, Mobile App Developer, Domain experts, we try to use the latest technology into our research.
We operate in a startup like environment and try to maintain greater flexibility with our clients be it cost, deadline or communication. We practice ‘We walk the extra mile to make our clients smile'.
Our cross-functional agile team can plan, build, test and deploy an application in a short span, without compromising on the quality.
We maintain our own survey engine for online & Mobile surveys and our IT team have a capacity to develop own web application, Excel Macro, online MIS/Dashboard, online panel implementation, etc.