Its not everyday that one of the world's leading insurance companies approaches you with the need for a national market research campaign, but for Opening Doors, that was just the case.

From 2004-2006, we were responsible for developing and executing a nationwide Customer Satisfaction Survey (CSS) on behalf of Zurich Motor Insurance to their policyholders. The objective of the project was to enable consistent comparative measurement of the company's repairer network, enabling them to raise the standard of customer service to a high level across all of their approved repairers.

The project required the provision of a measured and statistically accurate basis for performance discussions with body shop managers by field engineers. Ultimately, it would highlight elements of the service requiring performance improvement plans and enable Zurich to differentiate from competitors through a superior service experience.

Each month, we completed 1400 interviews with a minimum success rate of 30% in obtaining interviews from the total population of policy holders who had made a claim and had a vehicle repaired. From this, individual performance graphs and trend analysis for each repairer were created that clearly indicated areas of strength and weakness across the 4 service levels measured