To make sure that our employees and processes are performing to the best normal, 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 shoppers’ opinions probably the most. With greater than 24,500 responses to our shopper satisfaction survey in 2023, the under tendencies rose to the floor.
Skilled employees
Our survey discovered that 97% of respondents reported that “the examiner was courteous {and professional}.” As well as, 95% of appointments had been on-time.
“I used to be stunned at how clean the method was from begin to end. The examiner was on time, courteous, straightforward to work with, and environment friendly. She contacted me earlier than to remind me of the appointment and learn how to put together. Thanks for the unexpectedly straightforward course of.” – Life insurance coverage applicant
Comfort
Greater than 55% of candidates selected both an workplace location or at-home assortment stated they select the situation as a result of “most handy place for me”.
74% of candidates who selected to finish their private historical past questionnaire on-line versus over the telephone reported that they selected to take action due to “comfort of finishing by myself time”.
“The examiner who got here to my home was very communicative and on time. She was very skilled, and the expertise was satisfying. It was a lot better than having to get in my automotive and go someplace. I actually loved having it completed within the consolation of my own residence.” – Life insurance coverage applicant
Ease of scheduling
“The corporate made it straightforward for me to schedule my appointment at a time that was handy for me.” The survey launched this new query final yr that measures how a lot effort candidates put in to scheduling their paramed examination. This rating is named a Buyer Effort Rating (CES) with a 1-7 rating – 1 being not straightforward and seven being very straightforward.
We’re averaging a 6.6 on the 7-point scale, that means that customers discover scheduling an appointment very straightforward.
General satisfaction
Nearly all of respondents are glad with their ExamOne expertise. ExamOne’s Buyer Satisfaction (CSAT) rating in 2023 was 92% (on a scale of 100). Whereas CSAT scores fluctuate by trade, a great rating will sometimes fall between 75% and 85%.
In keeping with the American Buyer Satisfaction Index, a company that benchmarks buyer expertise throughout industries, the life insurance coverage trade common CSAT is 80%.
“This location I went to was so quick like a well-run restaurant drive-thru, the ability was clear, the employees was skilled.” – Life insurance coverage applicant
The monetary safety and safety for households that life insurance coverage gives is a crucial aim that ExamOne helps. We offer shoppers with skilled employees, comfort of screening areas choices, and ease of scheduling to assist be sure that coverage completion isn’t stalled or hindered.
To seek out out extra about how we assist guarantee a optimistic life insurance coverage applicant expertise with training and assets, go to MyExamOne.com.