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Case Study

Bi-annual Agent Pulse

  • Challenge

    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.

  • Approach

    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.

  • Outcome

    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.

Bi Annual Agent Pulse

Other Case Study

Employee Ideation Community

The premier life insurer wanted to directly connect with its field staff in 120+ offices to understand real issues in Front-Line Process wrt Customer & Agent Footfall.

Employee Ideation Community

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