Medallia’s PDF offers guidance on designing effective post-claims survey programs for insurance providers by emphasizing timing, targeting, question selection, and response strategies. It recommends surveying after claims are processed and including both approved and denied claimants to capture valuable insights. Short surveys with clear, actionable questions tied to internal ownership are advised. The report highlights the need for real-time action through inner and outer loop feedback processes and stresses the importance of communication and governance. It concludes with a call to identify listening gaps and integrate experience data to improve satisfaction and reduce operational costs.

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