Customer Satisfaction Barriers to quality improvement in the Insurance Industry.

In autumn 1994, QIC (Quality Insurance Congress) commissioned Walker-Customer Satisfaction Measurements, also known as CMS/Walker, to conduct a three-phased research study to ascertain customer quality perceptions and to develop a benchmark customer satisfaction measurement. Phase one of the research, called "voice of the system", was initiated to determine what insurance executives believed to be the barriers to improving quality. Preliminary results found these issues: low premiums covering mo...

BPIR Categories

14.2.2 Benchmark performance measures with noncompetitors
1.1.1 Customer performance/satisfaction measurement
1.2.1 Product strengths/weaknesses/opportunities/threats
1.2.2 Service strengths/weaknesses/opportunities/threats