Company Description
Insurance Bureau of Canada (IBC) is the association representing the majority of property and casualty insurers, i.e. those offering property (home and business), automobile and liability insurance. Its Insurance Information Centre offers a range of services to inform and support consumers when they take out home and auto insurance, or in the event of a claim.
Every year, the Insurance Information Centre answers questions from some 25,000 consumers and insurance industry stakeholders.
Challenges
In the interests of continuous improvement, Insurance Bureau of Canada wishes to measure the satisfaction of customers who use its services either by telephone or e-mail. Our firm was therefore entrusted with the implementation of a satisfaction measurement program, in which various aspects are evaluated, including the neutrality and accuracy of the answers given by agents.
Results
Since June 2014, we have been conducting an ongoing telephone and web survey to track customer satisfaction. The results enable us to identify areas for improvement in order to maintain our high quality standards.
Testimonial
“BAC appreciates Extract Marketing/Fino‘s thoroughness and support throughout the various stages of survey preparation. The reports produced are easy to consult and contain very useful information.”
– Line Crevier, Manager, Technical Affairs and Insurance Information Centre.
