Case Study: Mutual of Omaha enhances customer onboarding with PeopleMetrics

Mutual of Omaha builds a 360-degree implementation baseline with PeopleMetrics

Mutual of Omaha's Workplace Solutions division sought to validate and potentially improve its customer onboarding process, a key strategic pillar. They engaged the vendor PeopleMetrics to understand customer perceptions at every touchpoint and to see how well the experience aligned with expectations set during sales.

PeopleMetrics implemented a 360-degree study, fielding surveys and conducting 1:1 interviews with all stakeholders, including employees, brokers, and employers. The insights helped Mutual of Omaha break down internal silos within its implementation process. Furthermore, PeopleMetrics established a baseline for future satisfaction research, providing metrics to track changes at various touchpoints.

Mutual of Omaha