Identifying areas for improvement to enhance broker satisfaction
Case study: Insurance
Need
To strengthen its sales momentum, an insurance company launched a strategic review of its relationships with brokers and the perceived quality of its services.
Approach
A telephone survey was carried out with a representative sample to identify key expectations and compare the most and least satisfied profiles.
Impact
The analysis revealed concrete optimization levers, which were then transposed into targeted actions to enhance the broker experience and improve operational efficiency.
Reinventing the insurance relationship, step by step
Understanding partners’ needs
Feedback was gathered from a representative panel of brokers. By paying heed to the needs expressed in the field, it was possible to pinpoint priority expectations, identify critical moments in the process, and highlight satisfaction gaps. An essential step before going on to define areas for improvement.
Identification of concrete areas for improvement
Analysis was based on feedback from the most satisfied brokers, used as a benchmark. This comparative approach made it possible to objectivize performance gaps and identify optimization levers for each item evaluated. An operational point of reference to guide action priorities.
Analyzing where there is room for progress enables to set realistic objectives, based on concrete possibilities rather than ideals.
Matthieu Guimbert
Ifop Marketing
Insurance that’s closer to its brokers
The study highlighted the services requiring corrective action to improve broker satisfaction. The findings led to operational recommendations, integrated into an action plan structured around clear, achievable objectives.
