Service Delivery Survey

Date:NOV 2015
Cost: $2500 Add to Cart

Improving the customer experience is a primary focus for nearly every insurance company. In an evolving marketplace, service capabilities and delivery play a significant role in that customer experience. This survey focused on how insurance carriers deliver customer service, from technology infrastructure to front-line service interactions. The survey expanded upon the Contact Center Operations Survey conducted by Ward Group in March 2015.

Table of Contents


  • Overview
  • Benchmark Groups
  • Executive Summary
  • Benchmark Profile
  • Financial Metrics

Key Findings

  • Service Delivery Technology Platform
  • Customer Relationship Management Systems
  • Customer Satisfaction
  • Enhanced Service Delivery
  • Demand Planning
  • Workforce Management
  • Work From Home Offerings

Appendix:  Detailed Study Results

A diverse group of 50 insurance carriers participated in the survey. Results were calculated using the total number of participant responses to each survey topic.

To further analyze the survey responses, benchmark groups were developed by performance and size. A complete benchmarking comparison by benchmark group is provided in the appendix. The following briefly summarizes the primary benchmark groups used for the study:

  • Industry benchmarks: Carriers were segmented into two categories based on direct premium written by line of business.
    • Personal/Individual lines focused companies

    • Commercial lines focused companies
  • Size benchmarks: Carriers were segmented into three categories based on their total gross premiums written.
    • More than $1 billion in gross premiums written
    • Between $300 million and $1 billion in gross premiums written
    • Less than $300 million in gross premiums written

Other benchmarks may have been used when appropriate to identify the impact of business decisions on results.



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