Trend analysis showed that a number of corporate clients had negative perceptions concerning the speed of service delivered by this particular company.  The company was able to confirm the average time it took to process claims, which was not bad, but clients’ complaints continued.

So we designed an analysis tool to produce reports to illustrate exactly how long the claims process was for each corporate client for any given period.  In the process, we explored what other data we could collate that would be of value and interest concerning their relationship with their clients.  The result was a comprehensive report, which proved so appealing and useful, that it became the standard for quarterly executive meetings.

Not only was the negative perception of speed eliminated, but clients came to depend on this report as  a valuable service offering.