Case Study: Fortune 1000 Insurance Company Improves Customer Satisfaction with eTouchPoint

Fortune 1000 Insurance Company - Customer Case Study

A Fortune 1000 Insurance Company was underperforming peers in customer satisfaction, especially around claims handling, in an annual J.D. Power study. To address this, the company partnered with eTouchPoint to implement an Enterprise Feedback Management (EFM) solution to continuously measure customer experience across claims, appraisal, and call center operations.

eTouchPoint designed and supported survey programs that identified drivers of dissatisfaction, flagged at-risk customers, and provided employee-level performance reporting and verbatim customer feedback. As a result, the insurer improved overall satisfaction across every tracked metric, coached employees on key service issues like empathy, and created a formal follow-up process that helped resolve complaints quickly and reduce churn.