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TRANSCRIPT
ServiceTick
Hiscox has a long history and expertise in providing comprehensive buildings
and contents insurance for homeowners; and specialist business insurance to over
70,000 businesses in the UK.
Case Study
Contact ServiceTickIndependent House, 18-20 Thorpe Road, Norwich, England, NR11RYTelephone: +44(0)1603 618326
Email: [email protected]: www.servicetick.com
Background
The resultIn action
Case Study
Hiscox has used ServiceTick to provide an effective solution to aggregate customer feedback from all of their customer service touchpoints into one single source. The company needed a solution that would give them a way of obtaining immediate feedback from customers using the Hiscox.co.uk website and telephone channels to quote and buy home insurance and business insurance products.
As a web-based solution, ServiceTick was easy to set up, and did not impinge on the quote and buy sales process. ServiceTick has allowed Hiscox to view individual pieces of customer feedback and, more importantly, to see the holistic end-to-end customer service experience for the first time.
Hiscox wanted to capture customer feedback in real-time to identify what the majority of home insurance and business insurance customers were thinking. The overall objective was to make sure they continued to deliver extraordinary levels of customer service across all customer touchpoints.
The ServiceTick results provide a completely honest reflection of what customers really feel about the quality of their experience with Hiscox. This has allowed Hiscox to implement many improvements to their customer experience touchpoints.
Hiscox has noticed that these improvements have been reflected in the more recent ServiceTick results, demonstrating that customers are feeling even better about the quality of their experience with them.
The ServiceTick results show that customers generally have a very good ‘touchpoint’ experience , but in the mind of Hiscox there’s always room to improve even further – good enough is never good enough for Hiscox!
ServiceTick is in action across two UK based call centres. The call centre agents are able to put customers through to the ServiceTick survey at the end of the call. Responses are captured in a structured fashion and fed into the ServiceTick console for the Hiscox team to see immediately.
Using telephone surveys, and more recently email surveying, has enabled Hiscox to gain a deeper and more meaningful understanding of what their home insurance and business insurance customers feel about the quality of their experience with them. Hiscox has also used the scores to measure the performance of their UK based call centres against pre-determined customer experience quality levels.
Contact ServiceTickIndependent House, 18-20 Thorpe Road, Norwich, England, NR11RYTelephone: +44(0)1603 618326
Email: [email protected]: www.servicetick.com
We’d love to hear from you if you think ServiceTick might have a use in your organisation. For more information please call us on 01603 618326 or email: [email protected]
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