01
Client context
The insurer tracked NPS annually but could not link scores to specific actions or owners.
02
Business challenge
Leadership wanted a measurement approach that explained the score and showed whether improvements were working.
03
Research objective & questions
Design relationship and transactional NPS measurement with driver analysis and clear accountability.
- How do customers rate the insurer versus competitors?
- Which journeys and attributes drive recommendation?
- How do scores vary by channel and product?
- How should insights reach the teams who can act on them?
04
Methodology & approach
- Relationship NPS survey
- Customers across products and channels, with competitive benchmark.
- Transactional NPS design
- Short surveys after purchase, servicing and claims events.
- Driver analysis
- Attributes linked to recommendation.
- Verbatim theme analysis
- AI-assisted coding of open-ended comments, reviewed by analysts.
05
Sample & geography
- ~1,500 relationship survey respondents
- ~6 journey touchpoints instrumented
- Geography — India
06
Key findings
- Claims experience had the largest influence on recommendation.
- Policy servicing via agents scored well; digital servicing lagged.
- Unclear communication at renewal created detractors.
- Scores differed significantly between regions.
07
Business implications
- Prioritise claims communication and turnaround transparency.
- Improve digital servicing journeys.
- Assign journey owners for each transactional NPS touchpoint.
08
Outcome
The insurer received a CX measurement framework, dashboard design and quarterly insight cadence linked to accountable owners.
Example engagement — Shows how Hoog approaches this type of question. Not a specific client project. Findings are directional.