CX Monitoring: How satisfied are you with your health insurance?
Getting on the safe side by monitoring customer experience
Customer experience and customer loyalty play an important role in the highly competitive health insurance industry. How does one dependably keep track of one’s ratings, if possible continuously? In their article in Research & Results, Thomas Winker and Axel Schomborg of Produkt + Markt present the CX measuring concept of a German health insurance company, and explain how the provider deals with the gained insights.