In order to consistently meet and exceed our customers’ expectations, we must understand our customers’ experiences across all of our interactions. Beginning in 2020, ExamOne switched from tracking the NPS score among applicants to measuring Customer Satisfaction Scores (CSAT) as part of our life insurance applicant satisfaction survey.
This feedback is helping us ensure consumers are happy with the exam process, our phlebotomists’ service, online laboratory results*, and any other interactions they experience with us during the life insurance application journey.
Recent survey results show that, despite the challenges of the COVID-19 pandemic, our customers see us as a valuable partner who empowers decisions with health-based insights.
Are life insurance applicants satisfied with ExamOne?
The overwhelming majority of respondents were satisfied with their experience with ExamOne. Year-to-date, ExamOne’s CSAT is 92% (on a scale of 100). While CSAT scores vary by industry, a good score will typically fall between 75% and 85%. According to the American Customer Satisfaction Index, an organization who benchmarks customer experience across industries, the life insurance industry average CSAT is 78%.
Satisfaction growing even amid continued COVID-19 challenges
Last year’s challenges were universal for many industries. However, we were pleased that during the height of the COVID-19 crisis our CSAT averaged 89% and 98% of respondents reported that “the examiner was courteous and professional.”
That level of satisfaction has continued in 2021. Year-to-date, our CSAT has increased each month to 95% in June and we are still maintaining the 98% satisfied standard for our examiner and mobile phlebotomy staff.
What do life insurance applicants have to say about their experience with ExamOne?
Positive scores and comparisons to other benchmarks are important and valuable tools in monitoring our service. However, it’s the voice of the customer that counts, giving us the most important insights into the work we do for life insurers. These are some of the comments we received during customer surveys:
“This whole process was easy to set up, the ExamOne office was clean, relaxed, and professional. I am thankful for being able to view the results online…this convinced me to go ahead with the policy application.”
“Sheree was spectacular and a breath of fresh air. She does her job with the most humble and sincere heart, and it shows.”
“The phlebotomist was the best I’ve experienced ever. Courteous and painless. So much so it was surprising.”
“I am really pleased. I especially liked how the lab results are displayed. So easy to understand and explained which tests show the condition/status of body systems and give clues to what might be out of balance. I can’t think of anything that could be improved.”
Higher satisfaction helps with higher completion rates
When it comes to the important step of protecting loved ones with life insurance, consumers do not want to stall or abandon the process due to a negative experience. Our responsibility is to perform to the highest standard measured by survey scores and applicant feedback.
To find out more about how we help ensure a positive life insurance applicant experience with education and resources, visit MyExamOne.com.
*Subject to carrier participation