Sustainable customer satisfaction increase through data-driven impact measures

The leading Global insurer had established “customer satisfaction” as a central business objective with NPS as the key metric and Loyalty Leadership target within 3 years. However, previous customer satisfaction improvement measures lacked focus and were. No steering and reporting logic existed to track measure success, and NPS needed rapid improvement to reach the interim target within 6 months of project completion.

Established a program structure with 3 streams (customer communication, processes, employees, data & analytics). Conducted AI-based analysis of customer and satisfaction data with parallel implementation of initial measures in individual streams (campaigns, process adjustments). Implemented continuous success tracking and measure adjustment using the “Build-Measure-Learn” approach for ongoing optimization.

Developed AI model to identify drivers of satisfaction/dissatisfaction and derived detractor clusters. Created prioritized measure backlog from analyses with consolidated costs and benefits in business case and established success tracking. Achieved >8 NPS point increase and reached interim target within 6 months of project completion through systematic implementation of data-driven customer satisfaction measures.

Leading insurance company with “customer enthusiasm” as central business objective, targeting Loyalty Leadership in the German market with 3 years.