Case Study: Covéa Insurance boosts response rates and employee recognition with CustomerSure

Covéa Insurance boosts survey response rates with CustomerSure

Covéa Insurance, a UK-based insurer with a strong commitment to customer feedback, faced challenges with an inefficient and inflexible Voice of the Customer program. They needed a more agile software platform to collect and utilize customer and broker partner insights in a more engaging way. To address this, they partnered with CustomerSure.

Using the CustomerSure platform, Covéa gained the ability to build, launch, and amend surveys in real-time, allowing for quick, targeted feedback on specific journey points. This agility enabled them to trial new approaches and conduct A/B testing on survey invitations, which substantially enhanced their program. A key result was a strong increase in survey response rates. CustomerSure also provided a tool for internal recognition by sharing verbatim feedback that mentioned colleagues by name.

Covéa Insurance