Enhancing Customer Satisfaction Measurement
The PassportCard Case Study
In a Nutshell
In the highly competitive and regulated insurance market, PassportCard relies on Sarid Institute to measure customer satisfaction at every stage of the service journey. For over a decade, Sarid has collaborated with PassportCard to implement tailored customer surveys, advanced analytics, and real-time monitoring tools. These initiatives have strengthened PassportCard’s customer service processes, contributed to its exceptional Net Promoter Score (NPS), and embedded customer feedback into the company’s operational culture.
Background
The insurance industry is characterized by intense competition and strict regulatory oversight. Companies are evaluated on their ability to provide outstanding service, not only during policy purchase but also when customers file claims or require support. PassportCard, a leading provider of travel insurance solutions, recognized the importance of customer satisfaction as a differentiator and engaged Sarid Institute to design and execute a comprehensive measurement process for its services.
The Challenge
PassportCard faced the need to establish a structured and transparent process to measure customer satisfaction across multiple touchpoints in the customer journey. These included interactions with individual policyholders and insurance brokers, service quality during claims processes, and feedback on specific experiences such as card collection at the airport. Additionally, PassportCard aimed to address dissatisfied customers in real-time while embedding customer-centric metrics into its operational framework.
The Solution
Sarid Institute developed a customized solution tailored to PassportCard’s unique needs. The project began by mapping the customer’s journey to identify key touchpoints for measurement. These included:
- Feedback from both policyholders and brokers at the sales stage.
- Customer satisfaction following insurance claims.
- Service evaluation during customer interactions with the support center.
- Feedback on the card collection process at Ben Gurion Airport.
Tailored surveys were created for each stage, capturing actionable insights. A real-time dashboard system was implemented, enabling PassportCard’s management to monitor satisfaction levels across all touchpoints. The system also provided real-time alerts for dissatisfied customers, empowering teams to address issues promptly and effectively.
The Impact
The tools and processes developed by Sarid Institute are instrumental in helping PassportCard maintain its exceptional service level. By integrating customer feedback into its operational workflow, PassportCard has achieved a consistently high Net Promoter Score (NPS), recognized as a benchmark of excellence in service industries. The NPS metric has become ingrained in the company’s culture, influencing employees at all levels, from frontline staff to senior management.
Moreover, the real-time dashboard allows PassportCard to maintain continuous visibility into its service performance, ensuring that customer expectations are met and exceeded. These initiatives have strengthened customer trust and loyalty, providing PassportCard with a competitive edge in the insurance market.
Kim Yadid, VP Customer Service at PassportCard summarizes:
“Partnering with Sarid Institute has been instrumental in how we understand and enhance customer satisfaction. Their tailored insights and real-time monitoring tools empower us to address customer needs proactively, ensuring an exceptional experience at every touchpoint.“
Conclusions
Sarid Institute’s collaboration with PassportCard exemplifies the power of data-driven customer insights in sustaining exceptional service experiences. By embedding a robust feedback mechanism into its operations, PassportCard has consistently maintained high satisfaction metrics while fostering a customer-first culture. This approach serves as a model for other service-oriented organizations aiming to enhance customer satisfaction and operational excellence.
About Sarid Institute
Sarid Institute is a strategic Data Science consultancy firm with over three decades of research experience serving a diverse clientele. Sarid accelerates organizations’ growth by discovering the insights driving People, Markets and Customers. We maintain our leading position by continually updating and offering innovative solutions, drawing on the broad expertise of our specialists and leveraging cutting-edge technologies. Our hands-on approach allows us to provide creative, customized solutions that meet the specific needs of each client.