Wikipedia lists ”customer satisfaction” as “… a measure of how products and services supplied by a company meet or surpass customer expectation.”
An article in the July 1994 Journal of Marketing, “Customer Satisfaction, Market Share, and Profitability: Findings from Sweden” stated that companies have used this metric for many years, with numerous studies drawing correlation between a company's ability to deliver customer satisfaction and reap improved economic returns.
Customer satisfaction has long been recognized as a critical performance metric for the insurance industry. The average customer has numerous touch points or interactions with their insurance company. Capgemini's World Insurance Report 2015 found that throughout the insurance lifecycle, claims servicing had the lowest percentage of customers with a positive experience.
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