Metrics that Matter: Unlocking the Value in “Time to First Contact”
We analyzed data tied to a representative sample of 100 high caseload adjusters from across our carrier customers to answer the question, “can TTFC accurately predict how an adjuster will handle a claim throughout its lifecycle?” and reveal how TTFC can significantly impact customer satisfaction, cycle times, cost savings and more.
What Drives 1-Star and 5-Star Customer Satisfaction Scores in Claims
Carrier success depends on customer satisfaction—it all comes down to creating positive, lovable experiences for policyholders. To better understand what drives claims consumer satisfaction, Hi Marley conducted an analysis of aggregate customer data.