Slater Gordon Solutions Motor: Insight Delivers Award-Winning Improvements in CSAT, NPS and Customer Effort
Behind some of the biggest names in insurance sits Slater Gordon Solutions Motor (SGSM). SGSM provides full claims management solutions to insurance brokers, motor insurers, motor dealerships and bodyshops.
The Challenge
Advisors were unaware of the impact they had on the customer experience and the business didn’t know how customers were really feeling.
The Solution
SGSM implemented Bright initially to do a baseline survey over two weeks before rolling it out across the business. Advisors have access to their individual scores and team leaders can build relevant coaching sessions quickly based on individual performance.
The Results
- Within one-month CSAT improved by 9% and customer effort rose by 6%.
- After six months NPS had increased by 15.5 points.
- Evidence shared with a car hire partner was used to increase NPS for that partner from 55.3 to 71.1 within one month.
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