Case Study: Philadelphia Insurance Companies achieves 95% customer satisfaction with Forsta Voice of the Customer

How our software helped Philadelphia Insurance Companies (PHLY) set themselves apart from the competition

Philadelphia Insurance Companies (PHLY) faced a changing insurance market in 2010, with new competitors and no guarantee of holding market share. To better understand and respond to customer frustrations, PHLY partnered with Forsta to build a more effective voice of the customer program, using sophisticated survey design capabilities, tailored dashboards, action management, and consulting services.

Forsta helped PHLY make its customer feedback more actionable by improving surveys, reducing manual reporting, and routing the right insights to the right people across the policy lifecycle. As a result, PHLY improved service speed by 43%, reached a record 95% customer satisfaction score by 2017, achieved a 94% retention rate, and increased NPS from 49.6 to 67.9 between 2014 and 2017.

Philadelphia Insurance Companies

Seth Hall

Senior Vice President of Customer Service