Comfort, pleasant service, and velocity assist drive shopper satisfaction



In line with PwC Way forward for Buyer Expertise Survey, practically 80% of American shoppers level to comfort, pleasant service, and velocity as a very powerful parts of a optimistic buyer expertise. At ExamOne we monitor these buyer expertise drivers with our life insurance coverage applicant satisfaction survey. Analyzing and sharing these outcomes enable us to enhance our processes and be extra clear with our shoppers about our efficiency.

This yr’s survey outcomes by June present that almost all of respondents had been glad with their expertise with ExamOne. 12 months-to-date, ExamOne’s CSAT is 93% (on a scale of 100). Whereas CSAT scores fluctuate by trade, a great rating will sometimes fall between 75% and 85%. In line with the American Buyer Satisfaction Index, a company who benchmarks buyer expertise throughout industries, the life insurance coverage trade common CSAT is 78%.

Client comfort

Respondents report that the principle driving issue of the place to have their examination carried out is comfort with greater than 50% stating they selected the placement as a result of it was “most handy for me”. By offering extra decisions of examination places, together with 110 regional places of work, 1,600 Quest Affected person Service Facilities performing life insurance coverage exams, and 5,000 cellular phlebotomists who can full exams at candidates’ properties or places of work, shoppers usually tend to discover a handy possibility for his or her life-style.

The examiner who got here to my house was courteous {and professional}. She was an incredible consultant on your firm.” – life insurance coverage applicant

“I’ve by no means had a extra nice expertise at a Quest facility. The workers was wonderful, pleasant, and courteous. The examiner was the most effective. I’ll suggest this location to everybody that should get an examination accomplished.” – life insurance coverage applicant

Pleasant and well timed service

Pleasant service can also be an important aspect of the life insurance coverage examination expertise. Our survey reveals that our examiners have remained constant of their dedication to superior degree of service with 98% respondents reporting that “the examiner was courteous {and professional}.” The outcomes additionally present that we don’t hold our shoppers ready with averaging 95% reporting that the appointment and/or the examiner was “on time”.

“My husband and I had been out and in of the ExamOne workplace in lower than half-hour. The examiner was skilled, pleasant, and environment friendly. She made the method simple and fast.” – life insurance coverage applicant

ExamOne’s scheduling platform additionally makes reserving examination appointments sooner and simpler. Candidates could make an examination appointment straight on-line at an ExamOne workplace, Quest Diagnostic examination middle, or with a cellular examiner. The expertise is enhanced with non-marketing automated textual content messages from ExamOne in the course of the paramedical examination course of. Candidates are texted key particulars like order affirmation, appointment reminders, and data on the right way to put together for the examination.

“The expertise was skilled and pleasant. Your entire course of from begin to end was simple and painless. It was additionally a pleasure working with our examiner. I used to be very impressed by his information, endurance, and caring demeanor. I tremendously recognize everybody’s efforts and attitudes.” – life insurance coverage applicant

Pushed to excessive requirements

Monitoring survey scores and suggestions assist assure a very powerful buyer expertise expectations are met and exceeded. ExamOne is pushed to carry out to the very best requirements, so shoppers are glad with the examination course of and site, our phlebotomists’ service, and some other interactions they expertise with us in the course of the life insurance coverage software journey.

To search out out extra about how we assist guarantee a optimistic life insurance coverage applicant expertise with schooling and assets, go to

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