Case Study: Mutual of Omaha uncovers drivers of customer attrition and renewal with PeopleMetrics

Mutual of Omaha uncovers attrition insights with PeopleMetrics in 3-phase study of 576 customers

Mutual of Omaha's Group Insurance division wanted to understand the reasons behind customer attrition and the factors influencing renewals, as there were often no obvious commonalities among customers who left. They partnered with the vendor PeopleMetrics to uncover the 'why' behind these decisions and to learn how to best influence customer persistency.

PeopleMetrics implemented a multi-phase solution, beginning with exploratory qualitative interviews, followed by a large quantitative survey of both former and current customers, and concluding with interviews of influential brokers. Through this research, Mutual of Omaha discovered several common themes among attritors and learned the most important factors for those who renew, which they used to inform customer service improvements and target communications.

Mutual of Omaha