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FAQ
How different is the insurance industry from other service industries when it comes to customer satisfaction? Basically, the insurance professional interacts with the client on two occasions, at the moment of the sale of the contract, and when (or if) a claim is made, often years later. Regarding the sale process, when the client’s needs should be assessed, most companies have adopted ethical rules in order to close a fair deal. When a loss occurs however, the contractual and financial aspects take precedence over the other elements of the CRM (Client Relationship management) emphasized at the moment of the sale, and the insurer is primarily wary about costs not exceeded premiums. As a result, the insured may perceive a quality gap between the product he/she purchased years before and the manner it is delivered when the risk materialized. How do I become a participant in the Insurance Industry Network? You can register right now. How do I become a member of ASQ? To become a member of ASQ and to take advantage of all the benefits membership has to offer, go to www.asq.org and click on “Membership”. |
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