Behind some of the biggest names in insurance sits Slater Gordon Solutions Motor (SGSM). SGSM provides full claims management solutions to insurance brokers, motor insurers, motor dealerships and bodyshops.

The Challenge
SGSM didn’t know what ‘good’ looked like. With CSAT and NPS as the core metrics, using a manual paper-based customer feedback approach they were unable to get valuable insights to make improvements that had a more immediate impact. Advisors were unaware of the impact they had on the customer experience and the business didn’t know how customers were really feeling.

The Solution

SGSM implemented Bright initially to do a baseline survey over two weeks before rolling it out across the business. Advisors have access to their individual scores and team leaders can build relevant coaching sessions quickly based on individual performance. The team were taught how to interpret the results and use them to greatest effect.

The Results

Within one-month CSAT improved by 9% and customer effort rose by 6%. After six months NPS had increased by 15.5 points. Evidence shared with a car hire partner was used to increase NPS for that partner from 55.3 to 71.1 within one month.

 

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