Enhancing Customer Satisfaction Insights for a Leading U.S. Health Insurance Provider

Solix Case Study

Situation

One of the largest U.S. health insurance providers sought to measure and monitor participant satisfaction with inbound customer service inquiries, specifically focusing on whether callers were satisfied with the customer service experience.

Objectives

Implement an automated customer satisfaction survey that gathered sufficient data with minimal burden to the caller.
Provide program and operational leadership with cumulative data, including visualizations for accurate interpretation of caller experiences.

Challenges

Design a satisfaction process that seamlessly integrates into the caller experience, ensuring voluntary participation.
Make it simple and convenient for callers to provide feedback while capturing sufficient data to effectively evaluate call quality.
Develop clear and actionable questions that provide useful data without overburdening the caller.

Solution

Implemented an optional post-call satisfaction survey for interested callers.
Stored, extracted, and analyzed survey results using the Solix Insights Business Intelligence & Analytics Tool.
Presented detailed and aggregated survey results to internal and external stakeholders for analysis and action.

Results

Provided internal training feedback that improved quality scores by 5%.
Found that 70% of new members preferred being contacted proactively by the company rather than initiating calls.
Delivered actionable insights to the client, enabling them to enhance their product and better meet customer needs.