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."

Recommended For You

Want to continue reading?
Become a Free PropertyCasualty360 Digital Reader

Your access to unlimited PropertyCasualty360 content isn’t changing.
Once you are an ALM digital member, you’ll receive:

  • Breaking insurance news and analysis, on-site and via our newsletters and custom alerts
  • Weekly Insurance Speak podcast featuring exclusive interviews with industry leaders
  • Educational webcasts, white papers, and ebooks from industry thought leaders
  • Critical converage of the employee benefits and financial advisory markets on our other ALM sites, BenefitsPRO and ThinkAdvisor
NOT FOR REPRINT

© Touchpoint Markets, All Rights Reserved. Request academic re-use from www.copyright.com. All other uses, submit a request to [email protected]. For more inforrmation visit Asset & Logo Licensing.