Customer Satisfaction Survey After a Claim – Claim CSAT

Customer Satisfaction Survey | Customer Satisfaction Survey After a Claim | DANAConnect | CSAT Service

What is Customer Satisfaction Survey After a Claim?

Customer Satisfaction Survey After a Claim is an automated solutions that sends a poll by email or text message and allows the customer to submit their feedback on the experience with the claim process that just ended with a single click. After receiving the customer’s opinion, a next action is automatically scheduled, some time later, to reinforce the relationship, showing the commitment and following up.

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Objectives:

  • Provide an easy-to-understand metric that allows internal benchmarking against other processes.
  • Obtain information directly from the client on how it would be possible to improve the process.
  • Segment the “Dissatisfied” in order to take appropriate follow-up actions and improve the perception of the brand in the face of bad customer experience.
  • Segment the “Satisfied” for use with a follow-up combining a referral program.
  • Segment the “Indifferent” to offer some promotion and push the brand image from neutral to positive.

Solution:

Automated sending of a satisfaction survey that is integrated and triggered when a claim process is completed. Depending on the score obtained, customers are classified as satisfied, indifferent and dissatisfied. After classification, this information is used to segment and make new follow-up shipments with different and personalized communications for the three types of customers.

Customization options:

  • Follow-up actions depending on the needs of the organization.
    Configurable corporate image, colors, logo and graphic in the messages.
  • Integration with CRM, helpdesk, core or other systems of the organization.
  • Combination of cross-channel channels according to needs: web portal, email, SMS, mobile application, WhatsApp, automated call or any other digital channel that the organization has available.

Implementation timeframe:

  • 2 to 4 weeks

Pre-requirements:

  • DANAConnect Advanced

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How to calculate CSAT Customer Satisfaction
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