Voice of the Customer. Consumer Services Committee September 2017

Transcription

1 Voice of the Customer Consumer Services Committee September 2017

2 Customer Care Center VoC Survey Results 2017 Year to Date Total 93% Surveys 7,729 Resp. Rate 18.1% Section 1 92% 85% YTD Trend Goal 92% Section 2 99% Section 3 83% Verbatim Responses 1.1: Your Experience 97% Suggestion 6.03% 1.2: Ability to Navigate Phone Prompts 1.3: Amount of Time Waited 1.4: Times Called Regarding Concern 1.5: Issue Resolved On Call 2.1: Representative Overall 2.2: Rep Explain Solution and Resolve Concerns 2.3: Rep Professionalism and Pleasant Tone 3.2: Ease of Doing Business With Citizens 3.3: Service Provided by Citizens Agent 94% 91% 92% 99% 98% 99% 86% 77% 3.4: Contact Agent Before Contacting Citizens 45% 0% 20% 40% 60% AOR: Agent of Record IVR: Interactive Voice Response Complaint: Citizens 5.86% Issue Unresolved 5.29% Referred to Agent 4.16% Rates/Rules 3. Website 3.05% Depopulation 2.44% Positive Feedback: AOR 1.99% Complaint: Other 1.70% Positive Feedback: Other 1.47% Complaint: Representative 0.79% Claim Process 0.68% Complaint: Adjuster 0.35% Positive Feedback: Adjuster 0.06% 22% Complaint: Agent of Record (AOR) 12% 10% 10% 9% 38% Positive Feedback: Representative Accounting Phone/IVR Positive Feedback: Citizens All Remaining 2

3 Claims VoC Survey Results 2017 Year to Date Total 88% Surveys 1,612 Resp. Rate 35.6% Section 1 85% YTD Trend Goal 86% Section 2 Section 3 88% Verbatim Responses 1.1: Claim Experience 1.2: Ease of Reporting Claim 1.3: Inspection of Property 1.4: Ability to Promptly Respond 1.5: Time Needed to Resolve Claim 1.6: Fairness of Settlement Amount 2.1: Promptness of Initial Contact 2.2: Thoroughness of Information 2.3: Professionalism & Courteousness of Adjuster 2.4: Clarity & Thoroughness of Claim Settlement 3.2: Ease of doing business with Citizens 3.3: Service provided by Citizens Agent 88% 93% 88% 84% 78% 92% 91% 84% 89% 3.4: Contact Agent to Assist with Filing Claim 56% 0% 20% 40% 60% Positive Feedback: Citizens 6.21% Delayed/Slow Processing of Claim 5.32% Complaint: Adjuster - No Response 4.04% Suggestion 3.55% Complaint: Other 3.45% Complaint: Citizens 3.35% Inspection: Complaint 3.06% Positive Feedback: Other 2.22% Positive Feedback: AOR 1.28% Rates/Rules 1.28% Complaint: Adjuster - Rude/Unprofessional 1.18% Accounting 0.74% Unresolved Claim 0.44% Depopulation 0.39% Inspection: No Inspection 0.30% Unorganized 0.20% Website 0.20% 18% Claim Process 18% 11% 9% 7% 37% Settlement Amount Positive Feedback: Adjuster Complaint: Agent of Record (AOR) Complaint: Adjuster - General All Remaining AOR: Agent of Record 3

4 Section 3: Citizens Overall (YTD) Section 3 Combined Score: 84.0% Section 3 3.2: Ease of Doing Business With Citizens 3.3: Service Provided by Citizens Agent Combined Scores 84.0% 85.8% 87.6% 78.9% 3.4: Contact Agent Before Contacting Citizens (CCC) 3.4: Contact Agent to Assist with Filing Claim (Claims) 44.9% 56.5% 0% 10% 20% 30% 40% 50% 60% 70% 70% 60% 50% 40% 30% CCC: Customer Care Center Section 3 3.2: Ease of doing business with Citizens 3.3: Service provided by Citizens Agent 3.4: Contact Agent Before Contacting Citizens (CCC) 3.4: Contact Agent to Assist with Filing Claim (Claims) 4

5 Citizens Satisfaction (Program to Date) Section 3 Citizens Overall Ease of Doing Business % 79.9% 82.3% % 84.7% 85.8% % 85.8% 87.6% Section 3 85% 75% 3.2: Ease of doing business with Citizens 70% 5

6 Results in Action Self-Service Initiatives Influence prioritization of low-touch/high-value items Payment Enhancements Leverage feedback for new functionality Interactive Voice Response (IVR - Phone System) Guide improvements with new IVR implementation Agency Performance Reviewed monthly to identify low and high performers Adjuster Performance Monthly scorecards to identify and address vendor performance Validate Complaint Scope Is complaint an isolated incident or widespread? Service Recovery Going above and beyond, making exceptions to improve a poor experience Process Improvement Improving processes brought to light due to a poor customer experience IVR: Interactive Voice Response 6

7 IVR Feedback & Improvements Interactive Voice Response (IVR) Feedback Too many prompts/confusing/goes in circles Make it easier to speak to a live Customer Care Representative Automated system (policy information) not intuitive Improvements Enhance self-service functionality IVR/automated policy information at the beginning of the call (enter policy number) Telephone number/policy number matching Option for Customer Care Representative Reduction in prompts Consolidated servicing options Claims and Policy Service on same IVR (currently 2 separate numbers) Agent options: Agency Services, Technical Support, Policy Service on same IVR (currently 4 separate numbers) IVR: Interactive Voice Response 7