Case Study: If Insurance improves customer experience with Qentinel

Customer Experience Development for If

If Insurance, a leading Nordic property and casualty insurer, wanted to strengthen customer leadership but lacked the tools to connect customer experience to business goals. Working with Qentinel, the company needed a clearer way to measure and manage the experience of its “My Pages” digital service beyond broad metrics like NPS.

Qentinel implemented its Quality Intelligence approach with the Value Creation Model™ to replace high-level metrics with more actionable measures tied to business drivers and customer value chains. The result was a clearer 360-degree view of the “My Pages” service, better backlog prioritization, improved communication with top management, and a shared understanding of how customer experience affects business performance across the Nordic region.

If Insurance

Joonas Tunturi

Head of Digital Services