Case Study: a major health insurer aligns VOC goals with business impact using The Dieringer Research Group

a major health insurer ties VOC goals to CEO and board scorecards with The Dieringer Research Group

A major health insurer had an aspirational initiative to transform experiences across its industry but needed a more robust system to set goals, track progress, and act on insights from its Voice of the Customer (VOC) and brand strategy metrics. Crucially, they needed to translate these metrics into actionable performance measures for internal teams and their Associate Incentive Plan program. The Dieringer Research Group partnered with the insurer to address this challenge.

The Dieringer Research Group developed a comprehensive VOC and brand funnel framework, tracking key metrics and creating custom dashboards to democratize data. A central part of their solution was feeding VOC goals directly into a new Associate Incentive Plan and executive scorecard, tying performance and compensation directly to stakeholder experiences. This empowered the organization to make data-driven decisions that tangibly improved both internal performance and customer experience.

Leading Health Insurance