Case Study: a national health insurance carrier improves customer service with Decision Analyst

National Health Insurance Carrier identifies 50+ customer service needs with Decision Analyst

The national health insurance carrier faced the challenge of differentiating itself from competitors through superior customer service. To avoid competing solely on price, it needed to understand its members' specific expectations and needs. The carrier engaged Decision Analyst to conduct research that would measure consumer expectations and identify how well its current service platform was performing.

Decision Analyst implemented a two-stage research design, beginning with qualitative focus groups to generate a list of consumer needs, followed by a comprehensive nationwide quantitative survey. Using nonlinear regression analysis and quadrant mapping, Decision Analyst identified and prioritized over 50 specific consumer needs. This allowed the carrier to immediately address high-importance, low-performance areas and confidently roll out a final service redesign based on key elements identified by consumers themselves.