Case Study: MetLife improves broker relationships with PeopleMetrics

MetLife - Customer Case Study

MetLife partnered with PeopleMetrics to better understand the experience of group employee benefits brokers and consultants. The challenge was to learn how brokers spend their time, what frustrations they encounter, and how MetLife could improve broker relationships and support for its group insurance business.

PeopleMetrics designed and ran a four-week research study using 106 in-depth telephone interviews, tracking brokers’ daily activities and capturing pain points immediately after key moments. By recording, transcribing, and analyzing the feedback, PeopleMetrics identified more than 150 unique frustrations grouped into 25 common areas, helping MetLife improve turnaround times and streamline service and communications with brokers.

MetLife