Our members tell us what we are good at and where we need to get better. We use feedback from customer satisfaction surveys and industry measurements such as J.D. Power. This information is pure gold because you can dissect it to discover where you need to improve, says David Bano, chief claims officer at Nationwide. Its like a math equation where you remove pieces to make customer interactions quicker and more convenient.
Its important to listen to positive and negative feedback equally.
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