This entry was posted on Thursday, December 27th, 2007 at 9:04 am and is filed under General. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
|
|
December 27th, 2007
Decline in Loyalty Linked to Loss of Trust, Customer Service Author: Deft Research
source: Deft Research, LLC
More on this Top Line Result
Using the Net Promoter Score or NPS, the 2007 National Senior Loyalty Study measures the loyalty of seniors to their medical and drug insurance. This study, recently released by Deft Research, LLC, connects this measure of loyalty to loss of trust and attitudes about customer service. Those who are less likely to recommend their source of insurance are also less likely to believe that their insurance company is trustworthy and has high quality customer service. Findings like these can assist companies in policy changes, and giving direction to employees.
Leave a Reply
You must be logged in to post a comment.