How to strengthen internal engagement using customer satisfaction indicators?

customer experiencestrategy & marketinsurancehealthservices
Écrit par CLEMENT MILLET

business cases > social protection

Chorum is a mutualist group exclusively dedicated to professionals in the Social and Solidarity Economy (ESS). Chorum is the ESS branch of the VYV Group, the leading mutualist player in health and social protection in France.

Challenge

  • Measuring member satisfaction with the customer experience offered by Chorum

  • Identifying areas for improvement to be initiated by Chorum to unite internal resources around customer satisfaction issues

Solution

  • Drafting of a 5 sections ad - hoc questionnaire

  • Proposal of quantitative and qualitative indicators

  • Establishment of an online collection system

  • Processing mixing statistical data and insights

The Benefits for our Client

  • Continuous measurement of satisfaction attributes

  • Evolution of the Net Promoter Score

  • Mapping the levers to be activated to strengthen the customer relationship

CLEMENT MILLET
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