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In another time, waiting around for up to a week to receive information on how your customers view the job you are doing might have been acceptable. But in today’s world, that’s unacceptable, according to Laurie Freres, senior customer insight manager for Farmers Insurance Group.

“The response time to get information back needed much improvement,” says Freres. “It would take up to a week between the time the survey came in and the time we got enough information to take some action on it.”

Freres explains such delays were unacceptable. “It needed to be more immediate,” she says. “We needed a better way to communicate the overall results.”

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