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Relationship Analytics in Performance Management

Insurers are using relationship analytics to identify and confront factors affecting customer satisfaction while forging solutions, which may include changes in personnel, processes, and vendors.

By Chris Charlton | Updated on January 03, 2010

When you walk into a claim office, you can easily spot the best adjusters. Glowing letters from delighted customers paper the walls. Conversely, managers all learn about the bad apples when they field complaint calls from a policyholder who is either being treated unfairly or is receiving poor service.

Let’s consider, however, the vast majority of employees flying below the radar. How does a company decide if their mediocre customer interactions typically result in customers being either “somewhat satisfied” or “somewhat dissatisfied”? Insurers may spend a lot of time and money on customer surveys that are inconclusive in determining why the customer is thrilled or dissatisfied. Did the adjusting staff influence their opinions, or did someone in your chain of service providers leave a lasting impression? There are many people in the auto claim-handling process that could potentially impact your customers’ sentiments. These include the agent, call center representative, damage evaluator, liability adjuster, personal injury adjuster, body shop service advisor, or rental facility representative.

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