Customer experience is best measured by your customers’ perceptions, not just by internal processes or metrics. Collecting real-time customer feedback helps to guide company decisions and enhance consumer or client touchpoints for the best experience possible. We find customer insights are highly valuable for spurring innovation in areas like product development, operations, fulfillment, claims processing and customer service.
Every week we survey 30,000 travelers to ask about their experience what they liked and what we could improve. Using their feedback with other ongoing customer service and satisfaction surveys in travel and events, we made a number of improvements in 2017 to alleviate potential pain points. Most importantly, we’ve made filing claims easier, sped up reimbursements and improved benefits. After implementing new solutions, we circled back on each area to hear customers’ responses in their own words.
Our CX initiatives were recognized with a 2017 award for Excellence in Customer Experience by the Temkin Group, along with five other leading companies across North America.