Trends: Commitment to Customer Service – Member Satisfaction Survey Results
By Natalino Xuereb, Marketing Analyst
From time to time, we conduct member satisfaction surveys to understand how our customers perceive and experience the service we provide; how we measure against set targets and service delivery promises; and how to improve customer service.
The results of our most recent satisfaction survey indicate that Delta Dental of Wisconsin maintained very high overall satisfaction levels. This positive result confirms the strong commitment to customers by Wisconsin’s No. 1 dental plan.
Delta Dental of Wisconsin received a customer recommendation score that exceeds the industry average by 14%. It is not an easy feat to have this clear gap against the industry competition, suggesting a high level of loyalty and brand advocacy.
The high customer recommendation score achieved also corroborates the remarkable satisfaction scores. We continue to score high in: Overall Claim Processing, Overall Access to Dental Care, and in the customer service attributes of Ability to Reach Representative, Courtesy of Representative, Accuracy of Answers, and Same Day Problem Resolution.
At every customer service touch point – in person, over the phone, web, and social media – we make it our number one priority to listen to our member’s needs and expectations. And we welcome feedback at every stage of the customer experience journey. We will continue to build on what we have achieved by turning all feedback into opportunities to deliver a customer-focused experience with excellence in execution.
Update: 2015 Small Group Sales Contest
Resources: Grin! Magazine for Members
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