Given an opportunity, customers will gladly tell you things that do or do not work for them. They’ll tell you new coverages they want, coverages offered by your competitors, problems with agents or brokers, issues with your online applications, etc. In order to get the information you desire, avoid giving customers a survey in which they check boxes. Rather, give them open ended questions and let them speak their mind. Customers will write a couple of sentences and those are very simple to analyze.

In the marketplace, you’ll find many organizations touting their ability to analyze such things as “voice of the customer”, market sentiment, and “voice of the employee”. These are good things to do and ctFLY performs these analyses as well, but our service capabilities go well beyond. As described under Operations, ctFLY designed its platform to perform deeper UDA applications as these areas are better suited for the operational executive seeking the Shores of Success.

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