Case Study
Cunningham Lindsey

Sectors: 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 to Business, Customer Insight

The Challenge

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:

β€œTo measure client perceptions of the service provided by Cunningham Lindsey UK and their expectations from a claims management and loss adjusting provider.”

The Approach

DJS Research Ltd was commissioned to conduct the research in 2007/2008 and conducted both qualitative and quantitative research with Cunningham Lindsey UK clients.

The Results

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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"The service from DJS was flexible, professional and resulted in a very useful piece of research with the final report combining information and insight".

Cunningham Lindsey

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