Customer Experience: More Important Than Ever

Customer service has become customer experience. And experts say that in the next few years, it will overtake price and product as the key brand differentiator among consumers.

While many employers shop for employee benefits based on product and price, it’s important to consider the level of service that will be provided to employees. Poor service results in questions and problems that fall back on HR and employers. And 66% of consumers who switch brands do so because of poor service.

Employees who aren’t happy with their benefits may experience lower job satisfaction and productivity. To make sure your insurance carrier provides the level of customer service employees expect, evaluate the quality of service before making the purchase. Here are some helpful tips:

  • Delighted Customers – Check out the carrier’s reviews and social media comments. Are employees who currently use benefits delighted with the service provided, including communication and follow-up service? How long does it take for claims to be processed correctly?
  • Easy to Reach – When calling customer service, how long does it take to reach a representative? Is it easy to get to the right person?
  • Real Person vs. Machine – Do you get to talk to an actual person? Or do you have to leave a message, or choose from a limited menu of automated responses?
  • One-Call Resolution – Are questions answered on the first call? Or do you get redirected, or have to wait 24 hours or more for a response?
  • Consistency – Are customer service questions consistently handled the same way for every call, or does the response depend on the representative answering the call? Does the carrier provide dedicated service reps for large employer groups?
  • Service Hours – When are customer service representatives available? Do the hours match your employees’ schedules?
  • Helpful Attitude – Do representatives try to resolve employee questions or concerns quickly? Do they put employees at ease, or make them frustrated?

Customer experience is a vital component of an excellent employee benefit plan. As you look at insurance companies, make sure to evaluate service as part of the package. It’ll make for a better experience in the long run.



Our claims contact center associates have earned
BenchmarkPortal’s Center of Excellence award since 2007.
They also won third place in BenchmarkPortal’s 2016 and 2017
Top 100 competition for medium-sized call centers.





Customers 2020 study, Walker Information, 2013
Esteban Kolsky, founder and principal of thinkJar, a Customer Strategy consulting and think tank organization, 2016