Customer Feedback
Understanding the customer experience is vital to providing excellent service. Our customer feedback methodology actively provides customer experience results and creates a standardized way to monitor the satisfaction levels of your customers. We use these results to make crucial business decisions that enable us to continually improve our extended service contract offering and further increase the value of ESCs to customers.
At Assurant Solutions, we conduct customer satisfaction surveys through multiple channels, allowing us to receive immediate feedback and quickly address any issues. Examples of our channels of communication are Interactive Voice Recognition (IVR), letter invitations offered by in-home service technicians or inserted in the product repair shipping package and e-mail invitations.
Through our constant monitoring of customer feedback, we are able to improve all the touch points that your customers will have with us. Using this information helps us manage our vendors, optimize our training and development of call-talking agents, and develop better tools to improve the service we provide to your customers. More importantly, these steps will increase customer loyalty and foster repeat business.