理赔退保服务客户满意度提升研究

Research of the Strategy of a Higher Customer Satisfaction of the Z Company's Claim and Surrender

以Z保险公司为例,针对理赔退保过程客户满意度低下的问题,构架出Z公司理赔退保服务评价指标体系,并发放调查问卷。然后应用信度分析的方法对问卷数据进行了可靠性分析,采用层次分析法和模糊综合评价法对调查数据进行分析评价,找出影响Z公司理赔和退保服务客户满意度的关键因素,并提出了改进建议,达到了提升客户满意度的结果。

To Z insurance company, for example, in view of the low customer satisfaction of the process of claim and surrender, the evaluation index system of claim and surrender of Z company was established, and questionnaires were issued. Second, the reliability of the data from questionnaires were tested, and the method of AHP and FSE were adopted on the evaluation of survey data. The corresponding improvement schemes were put forward, achiering the result of improving customer satisfaction.