Abstract Version
Customer satisfaction survey could bring very crucial information for the company. Customer satisfaction is a crucial aspect of our business that we need to assess continuously if we want to survive and thrive in the long term. This information and data collected afresh from the customers are useful for future plans towards improving service quality and service standards to uplift its competitive position in the insurance industry.
Customer satisfaction is believed to be the key to enrich profitability, therefore, increasing shareholder value. In consideration of the importance placed for the customers, a research has been carried to measure the service quality, customer satisfaction and brand communication using a pre-designed research instrument.
There has been an increasing rate of customer complaints received regarding servicing the customers. These issues include failure to attend customer calls, slowness in the intimation and settlement of claims and deteriorations of process efficiency and productivity of the technical staff in providing quotations and policies promptly. Technical experts have realized the impact that this could result to the profitability.
These issues have been addressed in the senior management meeting several times. This it has resulted in tension between claims management staff and sales staff in the organization over the last few months. There has also been an increasing rate of staff turnover, where, some of the most experienced sales staffs have already left the industry.
