customer satisfaction

Client feedback drives creation of four new project teams

by Lindsey Amaya on October 8, 2019

Earlier this summer, we completed our second annual customer satisfaction survey. Through this survey, clients are asked to deliver honest feedback on ExamOne services. Our goal is to consistently meet our customers’ expectations, and this annual customer survey is a key tool in measuring our performance.

Overall satisfaction with exam centers and turnaround time

Last year we grew our network to 1,500 exam centers. Our survey showed that clients were very satisfied with our Patient Service Centers and we are excited to announce that we are working to add more exam centers in the upcoming months, creating more than 15,000 additional weekly appointment times. This will allow even more options for applicants to complete their life insurance exam.

Additionally, turnaround time was rated high across all audiences. It is important for us to prioritize innovative tools that will help you complete more cases faster. Through scheduling enhancements, expanded exam centers and more digital options, our goal is to provide you and your applicants more resources for the life insurance journey.

Using feedback to prioritize areas of focus

Through our clients’ responses, we have identified four key areas of focus. Over the next few months, our teams will be working to refine our processes in the following areas: APS status updates, portal usability, ScheduleNow™ availability and issue resolution. 

APS process

Enhance APS process: As we work to make updates to our APS process, we have a team dedicated to identifying various system updates that will help improve status message consistency. Additionally, we are implementing a special authorization tool that will allow us to collect the authorization at the time of the interview in an effort to reduce the number of days to obtain an APS.

Online ordering

Improve portal usability: We want to make doing business with us simple. On the survey we received feedback that account setup for online ordering can be too complex. As a result, we have a focus group working on portal usability with the goal of streamlining the account set up process, as well as the account and agency association on our online ordering website.

Exam scheduling

Expand ScheduleNow appointment availability: Studies show a 16.8% better completion percentage when utilizing ScheduleNow versus not having a preset exam appointment. We are focused on increasing appointment availability for direct marketers and brokerage clients to help drive higher exam completions among their applicants.

client feedback

Focus issue resolution: We strive to minimize or eliminate issues. When a complaint does arise, you told us it takes too long to provide a resolution. We are mapping the customer journey in an effort to identify opportunities where we can solve for some of the issues you are experiencing.

Looking ahead

Thank you again for taking the time to share your candid feedback. Our teams are working diligently on the identified areas and will provide updates over the next few months. We appreciate your continued partnership.

examone customer surveyThroughout the past year, ExamOne has been changing. We’ve taken steps to ensure we are focused on the right thing—you, our customer. We also established a new mission to empower your decisions with health-based insights, a mission we believe supports both insurers and applicants on the journey to protecting more families with life insurance.

In August, we conducted a national customer survey. Our goal is to better understand our customers’ experiences across all interactions with our company. We found that our mission of empowerment works both ways. Now, we are using the insights you shared with us to empower the decisions we make next in order to continue serving as a valuable partner to you.

How we can serve you better

Your feedback helped us identify three key areas where we can create a better experience for our customers: turnaround times, network coverage and scheduling, and applicant experience. Here is a brief overview of how we plan to address the opportunities you highlighted.

turnaround time

Reduce turnaround times

We are assessing our workflows and systems to identify ways we can improve turnaround times.

paramedical exam

Improve network coverage

At the end of October, we are expanding our exam center network to hundreds of additional locations to provide you and your applicants more appointment options. We are also working to enhance our scheduling platforms and processes to simplify the scheduling process and increase availability. We will share details on these initiatives in the next few issues of our Insight newsletter.

applicant experience

Enhance applicant experience

In addition to our quality management programs that monitor examiner performance, we are analyzing and focusing our tools and programs to help reduce reschedule rates.

As these action plans continue to develop, we will share progress and next steps with you directly.

Thank you to everyone who completed our first customer survey. We appreciate your honesty and passion. The survey will be offered each year and we are excited about hearing your feedback.