Case Study: Claims Essentials Survey Campaign
Verisk Analytics
Sr. Manager CX Strategy
2021 – 2023
Unlocking the Power of Customer Feedback
Total Responses
6,000+
Campaign produce deep pool of customer feedback for analysis.
Response Rate
6%
High response rate for Verisk Claims.
Roadmap Initiatives
10+
Survey feedback analysis generated 10 roadmap impactful initiatives.
Qualitative Coding: Unlocking the Power of Customer Feedback
Summary
When Verisk Claims introduced their Claims Essentials bundle, we knew customer adoption and conversion would be key. By diving into qualitative coding to analyze customer expectations and perceptions, we gained deeper insights from initial sentiment and data. This approach shaped our marketing strategy and ensured the product resonated with our audience.
Opportunity
To better shape the Claims Essential bundle and set clear success metrics, we needed deeper insights from our audience. Using qualitative coding, we unpacked their expectations and perceptions, helping us pinpoint needs and areas for improvement with precision.
Challenge
Overloading customers with too many feedback requests can lead to frustration. It’s crucial to carefully plan how and when we ask for input to ensure it feels meaningful and avoids irritation. Using qualitative coding helps us dig deeper into customer expectations and perceptions, so we can gather insights without overwhelming them.
Outcome
For our Claims Essentials product bundle, we crafted a communication plan with a more personal and casual tone, breaking away from the usual style. We strategically scheduled smaller, staggered releases to avoid overwhelming our audience. This approach paid off—response rates were 2% higher than any other Verisk Claims survey, with over 6,000 responses. By analyzing this rich feedback using qualitative coding, we uncovered over 10 key initiatives to enhance engagement and customer acquisition. It’s proof that understanding customer expectations and perceptions can truly drive impactful results.
Key Take Aways
By leveraging qualitative coding and quantitative analysis, we achieved a deeper understanding of customer sentiment and data, enabling us to shape a marketing strategy that resonated with our audience. This approach allowed us to unpack customer expectations and perceptions, precisely identifying their needs and areas for improvement. This analysis demonstrates that comprehending customer expectations and perceptions can drive meaningful and impactful results.