To undertake a national market research campaign amongst motor vehicle policy holders to assess the customer experience with UK repairers.
• Developed and implemented a nationwide customer satisfaction survey
• 16,800 interviews
• Created a management reporting tool to provide statistically accurate repairer performance reports
The project developed a benchmark for showing performance graphs and trend analysis for each repairer. They became able to successfully highlight elements of the service that required performance improvement which would strengthen Zurich's service offering.