Professional staff, convenience, and ease of scheduling help consumers be more satisfied with the life insurance exam experience
To ensure that our staff and processes are performing to the highest standard, we continuously monitor life insurance applicants’ satisfaction survey results and consumer input. This feedback helps reveal areas of the life insurance application process that impact consumers’ opinions the most. With more than 23,000 responses to our consumer satisfaction survey last year, the below trends rose to the surface.
Professional staff
Our survey found that 98% of respondents reported that “the examiner was courteous and professional.” In addition, 95% of appointments were on-time.
“My examiner was OUTSTANDING. She was prompt, courteous and professional at all times, engaging and had the best attitude. I was utterly impressed. She made the experience a pleasant one. ExamOne is very fortunate to have her as a representative of your company.” – Life insurance applicant
Convenience
More than 50% of applicants chose either an office location or at-home collection said they choose the location because “most convenient place for me”.
“The person doing my exam was courteous and professional before and during the exam process. I was contacted 24 hours in advance. She instructed me on what I need to have and what I need to do for the exam. I was also provided information to me on accessing my results and the steps taken through the exam.” – Life insurance applicant
Ease of scheduling
“The company made it easy for me to schedule my appointment at a time that was convenient for me.” The survey introduced this new question last year that measures how much effort applicants put in to scheduling their paramed exam. This score is called a Customer Effort Score (CES) with a 1-7 ranking – 1 being not easy and 7 being very easy.
We are averaging a 6.6 on the 7-point scale, meaning that consumers find scheduling an appointment very easy.
Overall satisfaction
The majority of respondents are satisfied with their ExamOne experience. ExamOne’s Customer Satisfaction (CSAT) score in 2022 was 93% (on a scale of 100). While CSAT scores vary by industry, a good score will typically fall between 75% and 85%.
According to the American Customer Satisfaction Index, an organization that benchmarks customer experience across industries, the life insurance industry average CSAT is 78%.
“I loved the way all test results are explained.The average person does not know what each test is for. It is so easy to understand. Thank you for this experience” – Life insurance applicant
The financial security and protection for families that life insurance provides is an important goal that ExamOne supports. We provide consumers with professional staff, convenience of screening locations options, and ease of scheduling to help ensure that policy completion is not stalled or hindered.
To find out more about how we help ensure a positive life insurance applicant experience with education and resources, visit MyExamOne.com.
