Q Market Research

Identified competitive threats due to operations deficiencies, which were quickly fixed

A provider of small group health plans was losing market share. They engaged Q Market Research to conduct monthly phone and mail surveys measuring the client satisfaction of small group employers. The research identified immediate customer service problems that were aggregated by satisfaction level and size of the customer.

Q Market Research presented ranked operational improvement opportunities to the insurer. As a result, billing statements were simplified and modifications were made to the renewal process to improve retention. Q Market Research also identified clusters of dissatisfied customers by agent, leading to frank discussions between sales management and those agents to improve service and retain the accounts. Agents were re-assigned where necessary. The result was a 6% annual improvement in retention.