Making VoC part of the corporate DNA

Philadelphia Insurance Companies (PHLY) designs, markets, and underwrites commercial property/casualty and professional liability insurance products for niche markets. It reaches customers through multiple distribution channels and has 53 offices in 13 strategic regions throughout the US. PHLY runs a highly focused, multi-touchpoint Voice of the Customer program that supports the organization’s efforts to continuously review and refine business processes to improve efficiency and Ease of Doing Business.

The program offers a 360-degree view of the policy lifecycle and gathers feedback at critical touchpoints along the customer journey. This insight enables PHLY to reward a job well done, identify areas for process and service improvements, build relationship with customers, and provide statistics to drive change. The program also offers impact across department lines and opportunities to enhance processes collaboratively among departments.

PHLY’s program has directly driven a range of business improvements, including the provision of in-depth training for the Account Management team, giving them more authority and autonomy to handle policy endorsement transactions. This has substantially improved speed of service and enhanced ease of doing business for customers.

“Focus on the customer experience has become a vital part of PHLY’s fabric. It’s an integral part of the company culture that extends beyond the traditional bounds of customer experience to something more personal.”

- Zancesca Spagnoletti, AVP, Customer Service

Driving Action:

• 11% increase in NPS over the past year, while overall customer satisfaction reached 95% 
• 43% improvement in speed of service around endorsement processing time as a result of providing more autonomy to Account Managers
• Kudos celebrated throughout the organization, with selected commentary shared via the intranet and quarterly VoC results included every Corporate Town Hall meeting
• Closed loop processes implemented, with all employees able to review survey responses and management required to take action on service alerts and detractor cases.