Case Study: Beneva turns customer feedback into enterprise-wide CX action with Qualtrics

Beneva elevates 80+ systemic issues with Qualtrics

Beneva, Canada's largest mutual insurance company, faced a challenge with its mature voice-of-customer program. While effective at handling individual customer issues, it lacked a way to address systemic problems that spanned multiple departments like claims and underwriting. To move from reactive fixes to proactive experience design, Beneva partnered with Qualtrics to implement Bain & Company's NPS Outer Loop Actions solution.

Working with Qualtrics and its partner SOM, Beneva configured new triage workflows to route systemic issues to cross-functional teams. The solution, built on the Qualtrics XM platform, enabled the company to elevate and analyze recurring experience gaps. As a result, over 80 systemic issues were triaged during the pilot, leading to approximately 40 improvement initiatives being launched across the enterprise.

Beneva