Financial Services Industry
Service(s): Data Processing and Analysis, Depth Interviews, Face-to-face, Interpretation and Reporting, Project Design, Qualitative, Quantitative, Telephone Surveys
Approach(es): Business 2 Business, Customer Insight
Cunningham Lindsey UK is one of the largest claims management and loss adjusting businesses in the UK – with a client base that predominantly services the insurance industry.
There was an acknowledgement within Cunningham Lindsey UK that there was a need for objective insight into how clients perceive the company.
An initial client satisfaction survey was conducted in 2004 and Cunningham Lindsey UK was keen to conduct another survey and monitor client satisfaction over time.
The overall objective was:
“To measure client perceptions of the service provided by Cunningham Lindsey UK and their expectations from a claims management and loss adjusting provider.”
The ApproachDJS Research Ltd was commissioned to conduct the research in 2007/2008 and conducted both qualitative and quantitative research with Cunningham Lindsey UK clients.
Offering a good service and working in partnership is key for this market place.
Cunningham Lindsey UK do offer a good service and work in partnership with their clients and clients are satisfied with the service they receive.
Analysis was undertaken to create a strategic priority matrix for Cunningham Lindsey UK. The matrix highlighted recommendations for improvements, which would differentiate Cunningham Lindsey UK further from the competition.
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