InsuranceDekho keeping up speed of business with NPS of more than 90 per cent
NPS is customer satisfaction and service quality metric, based on a single survey question that asks insurance customers how likely they are to recommend the company to a friend or colleague
cityairnews
Dec 23, 2021 04:47
0
Mumbai, December 23, 2021: Launched in 2017, InsuranceDekho.com an insurtech startup, has achieved the Net Promoter Score (NPS) of above 90%, driven by rapid growth in a short time.
The Net Promoter Score (NPS) is customer satisfaction and service quality metric, based on a single survey question that asks insurance customers how likely they are to recommend the company to a friend or colleague. The Net Promoter Score (NPS) is a popular benchmark across industries with the single aim of checking if the customers like the service provided or not. The NPS score of 90% is a hard thing to reach and it's very rare to find in the service Industry. Talking about other industries- digital marketing agencies stand at 57%, Consulting firms stand at 62% which seems to be the highest after InsuranceDekho’s 90%.*
The team of InsuranceDekho manages five tickets/person to ensure the quality of claim service and to render a positive claim settlement experience to the customer.
Having an NPS of more than 90% is rare in the service industry and maintaining it throughout the business growth reflects the dedication of InsuranceDekho towards complete customer satisfaction.
The overall average claim settlement turnaround time (TAT) of InsuranceDekho is seven days but this also includes major claim amount cases whose TATs are generally high as compared to minor claims. For ease of claim settlement, InsuranceDekho has 7 persons who manage 35-40 calls/tickets per day. The Inbound team of the company set the system in a way that can resolve the query/claims of customers within four hours. More than 90% of same-day closures strengthen the NPS of the company.
Ankit Agrawal, CEO and Founder of InsuranceDekho, said: “Having a high NPS reflects our commitment towards our customers. We strive to improve the overall communication with our customers and assist them in every possible manner. They have reciprocated by staying loyal.”
