Industry Trends with Susanna Gotsch – December 2015

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CCC Industry Trends

In the December edition of CCC Trends, Susanna takes a look at customer satisfaction in P&C insurance. CCC’s Analytics team examined customer satisfaction data from over 250,000 surveys and its findings challenge the historically accepted belief that cycle time is the key factor driving customer satisfaction. While cycle time and claim costs are closely correlated and still important, insurers should consider other avenues to raise customer satisfaction.

To check out the rest of the series visit CCC’s YouTube channel.


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