Financial Services: Improving Customer Experience Among Insurance Brokers

Insight Survey
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  • Date Published
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We revised & refined a leading insurance company’s annual customer satisfaction tracking study.

Business Challenge

We were approached by one of South Africa’s leading insurance companies to revise and refine their annual customer satisfaction tracking study in order to assist them in obtaining a more accurate rating of Brokers’ experience when dealing with Legal Services.

What We Did

  • Programmed the online survey, including initial testing and piloting to ensure the survey was 100% accurate.
  • Emailed instructions to each customer on how to complete the survey.
  • Cleaned the data through straight-line checks, contradictory response checks, and verbatim comment reviews


We provided research findings across many customer satisfaction and service dimensions as well as suggestions from the Brokers on how to improve areas of weakness.