"The sophisticated Confirmit dashboard enables us to parse the data by product, geography or even business process, such as a claim or a call center query. With three clicks of a button instead of three days of analysis, a regional manager can gauge a group’s performance."
— Seth Hall , VP Customer Service

Philadelphia Insurance Realizes VoC Return on Investment

Challenge

Previously expected market share was no longer guaranteed and the competitive landscape began to get crowded. Philadelphia Insurance realized that long-term success in this new market required a fresh strategy – and a differentiator to set them apart from competitors.

Solution

Philadelphia Insurance partnered with Confirmit to design and implement a Voice of the Customer (VoC) program to enable the insurer to gain a line of sight into every part of the customer lifecycle. Confirmit provides a tailored, multichannel VoC solution with role-based reporting and alerting capabilities.

Results

• Between 2010 and 2013, the insurer’s Net Promoter Score® or NPS, rose from 52.7 to 55.3
• Management now relies on an automated alert system
• Renewal rate change increased by nearly 3%
• Customer retention now exceeds 90%

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