Case Study: MetLife Mexico achieves real-time customer feedback and faster issue resolution with Opinionmeter's TouchPoint Mobile™

Metlife - Customer Case Study

MetLife Mexico, the country’s largest insurer serving public and private sectors with health, life and retirement products, launched a customer satisfaction survey program in 2012 using paper questionnaires across call centers, mini-sites, service centers and fairs. Seeking faster, more efficient data collection, MetLife partnered with GMS to implement Opinionmeter’s TouchPoint Mobile survey app on iPads in December 2012, expanded nationwide in January 2013, and collected thousands of responses within five months.

The turnkey solution—covering device management, dashboard development, automated daily/weekly reports and custom survey analysis—provides real-time satisfaction alerts, actionable metrics by person/product/location, and digital signage for promotion. Results include high response and qualitative feedback (40% provide open-ended comments), immediate intervention on flagged issues with negative comments routed to retention teams, and a planned expansion to 380 survey devices to broaden coverage and drive ongoing service improvements.

MetLife