Customer Satisfaction Survey for a Large Insurance Group

A large insurance group was interested in carrying-out a customer satisfaction survey in order to assess the satisfaction of their clientele with the services that they are providing. The study measured clients’ satisfaction based on several evaluation criteria such as: Performance, service, credibility, and reliability. The measure of loyalty and switching intentions were also incorporated in the study design. Methodology: Computer Assisted Telephone Interviews (CATI) with the group’s clientele.