Customers have always been at Foyer’s core. The company is always seeking out ways to optimize customer experience with its service propositions.
(Featured Image: Based in Toulouse (France) MyFeelBack’s team is turning customer feedback into business opportunities / Image Credit © MyFeelBack)
With such a vision for quality, who better than the client to ask for help in searching ways to improve? Knowing this, Foyer has integrated the idea into its everyday operations. The group regularly includes its clients in numerous processes, in many cases, for example, by invited them to give their opinion on potential products in focus group interviews. They also invite clients to give their opinion after an accident by text.
A couple of weeks ago, Foyer set up a series of new electronic satisfaction questionnaires that go out at key moments in the company-client relationship. Foyer hopes to even better understand its clients voice with this measure. The user-friendly questionnaires were tailor-made, by and for Foyer, in collaboration with French startup MyFeelBack, the go-to for client comprehension through intelligent questionnaires. Entirely moldable to the type of client or the catalytic event, these investigations generate dashboards that allow Foyer to precisely follow client satisfaction and the quality of its services, a priority for a leading on the Luxembourgish insurance market.
“The MyFeelBack solution, which is easy to use and completely integrated in our interface, is a formidable tool to capture our clientele’s voices and continually improve of processes.”
First and foremost, the questionnaires will be applied after underwritings for auto-insurance, living space, or even health contracts. Then, the effort will be spread to other key moments in the company-client relationship.
In just a few clicks, clients can also be a part of their experience and feelings with regard to Foyer’s service. If a customer is unsatisfied, Foyer considers it an honor to personally call each client in order to identify the reason for said unhappiness and deliver a solution. Finally, the feedback is a precious quality indicator. Thanks to client remarks, Foyer can even improve its services and operations. And they can do so across the client journey, from the commercial contract to damage assistance.
“The first response rates after we started the questionnaires were very encouraging. They give us confidence in our client orientation approach. The MyFeelBack solution, which is easy to use and completely integrated in our interface, is a formidable tool to capture our clientele’s voices and continually improve of processes. This will help Foyer maintain our values of excellence and innovation”, says Laurent Petitcolas, Head of Projects, Methods and Organization Department at Foyer.