Consumers report: To ensure that our staff and processes are performing to the highest standard, we continuously monitor life insurance applicants’ satisfaction survey results and consumer input. This feedback helps reveal areas of the life insurance application process that impact consumers’ opinions the most. With more than 6,300 responses to our consumer satisfaction survey for Q1 2024 the below trends rose to the surface.
Professional staff
Our survey found that 97% of respondents reported that “the examiner was courteous and professional.” In addition, 94% of appointments were on-time.
“The young lady who conducted my exam was thorough and very skilled. She took the time to answer questions and explained each step along the way. I felt that she cared about me and the quality of her work. Thanks for making this a stress-free experience.” – Life insurance applicant in Lubbock, TX
Convenience
More than 50% of applicants chose either an exam center location or at-home collection said they choose the location because “most convenient place for me”.
“The exam room, bathrooms, and waiting room were clean and comfortable. Plus the staff at this location were fantastic. Check-in was easy, and they thoroughly explained process.”- Life insurance applicant at a Quest Patient Service Center in Lexington, KY
Ease of scheduling
“The company made it easy for me to schedule my appointment at a time that was convenient for me.” The question measures how much effort applicants put in to scheduling their paramed exam. This score is called a Customer Effort Score (CES) with a 1-7 ranking – 1 being not easy and 7 being very easy.
We are averaging a 6.6 on the 7-point scale, meaning that consumers find scheduling an appointment very easy.
Overall satisfaction
The majority of respondents are satisfied with their ExamOne experience. ExamOne’s Customer Satisfaction (CSAT) score in Q1 2024 was 92% (on a scale of 100). While CSAT scores vary by industry, a good score will typically fall between 75% and 85%.
According to the American Customer Satisfaction Index, an organization that benchmarks customer experience across industries, the life insurance industry average CSAT is 78%.
The above performance tracking has remained consistent with our overall 2023 quality stats.
Other performance metrics
Beginning in 2024, applicants who have the option to complete their personal health collection interview online are surveyed to gather feedback on completion times, ease of completion and satisfaction of process. In addition to these consumer quality metrics, we also monitor our performance in the field such as turnaround time and error rate. All of the information gathered from our quality controls is used to continuously improve our processes. Our teams are committed to driving our quality standards higher to improve both the client and consumer experience.
ExamOne’s professional staff, options for convenience of screening locations, ease of scheduling, and the constant monitoring of multiple performance metrics help ensure that policy completion is not stalled or hindered, and applicant satisfaction is achieved.
To find out more about how we help ensure a positive life insurance applicant experience with education and resources, visit MyExamOne.com.
