To make sure that our workers and processes are performing to the best commonplace, we repeatedly monitor life insurance coverage candidates’ satisfaction survey outcomes and shopper enter. This suggestions helps reveal areas of the life insurance coverage software course of that affect customers’ opinions essentially the most. With greater than 6,300 responses to our shopper 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 girl who performed 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 cozy. Plus the workers at this location have been improbable. Examine-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 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, which means that customers discover scheduling an appointment very simple.
Total satisfaction
Nearly all of respondents are happy with their ExamOne expertise. ExamOne’s Buyer Satisfaction (CSAT) rating in Q1 2024 was 92% (on a scale of 100). Whereas CSAT scores range by business, a very good rating will usually fall between 75% and 85%.
In line with the American Buyer Satisfaction Index, a corporation that benchmarks buyer expertise throughout industries, the life insurance coverage business common CSAT is 78%.
The above efficiency monitoring has remained according to our total 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 collect suggestions on completion instances, ease of completion and satisfaction of course of. Along with these shopper high quality metrics, we additionally monitor our efficiency within the discipline comparable to turnaround time and error charge. All the data gathered from our quality control is used to repeatedly enhance our processes. Our groups are dedicated to driving our high quality requirements greater to enhance each the consumer and shopper 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 just isn’t stalled or hindered, and applicant satisfaction is achieved.
To seek out out extra about how we assist guarantee a optimistic life insurance coverage applicant expertise with schooling and assets, go to MyExamOne.com.