SYSTEM AND METHOD FOR LOYALTY RELATED ELECTRONIC COMMUNICATION EXCHANGE

• US 20140046726A1
• Filed: 04/29/2013
• Published: 02/13/2014
• Est. Priority Date: 08/09/2012
• Status: Abandoned Application

• Current Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Original Assignee: Hartford Fire Insurance Company (The Hartford Financial Services Group, Inc.)
• Inventors: Brandt, Eric, Neag, Peter, Trella, Kelly L.
• Application Number:
  US13/872,422
• Publication Number:
  US 20140046726A1
• Time in Patent Office: Days
• US Class Current: 705/7.32
• CPC Class Codes: G06Q 30/0203 Market surveys; Market polls

Abstract

According to some embodiments, a data acquisition processor may receive a customer feedback response to a loyalty survey, the customer feedback being received after a notice of an interaction associated with an insurance entity and a customer is received. A loyalty rating may be determined for the customer based on the received customer feedback response. Based on the loyalty rating, information associated with the customer may be automatically transmitted to a partner platform. The partner platform might be associated with, by way of examples only, a sales partner platform, a distribution partner platform, or an end customer platform.

Claims

1. A customer feedback acquisition and processing system, comprising:

a data acquisition processor configured for;

receiving a customer feedback response to a loyalty survey, the customer feedback being received after a notice of an insurance claim associated with an insurance entity and a customer is received,

determining a loyalty rating for the customer based on the received customer feedback response,

based on the loyalty rating, automatically transmitting information associated with the customer to a partner platform,

exchanging information with the partner platform to determine a follow-up action to be taken by the partner associated with the customer feedback response, wherein the follow-up action comprises one of (i) a follow-up interaction with the customer by the partner, (ii) a review process by the partner, and (iii) a marketing activity to the customer generated by the partner;

receiving marketing activity results from the partner relating to a plurality of follow-up marketing activity actions taken by the partner;

determining a performance grade for the partner based on the marketing activity results; and

outputting the determined performance grade for the partner; and

a database storage unit in communication with the data acquisition processor for storing data representative of a plurality of customer feedback responses.

2. The system of claim 1, wherein said transmitting information to the partner platform comprises transmitting the information to at least one of:

(i) a sales partner platform, (ii) a distribution partner platform, and (iii) an end customer platform.

3. The system of claim 1, wherein the information is transmitted in substantially real time.

4. The system of claim 1, wherein said determining the loyalty rating for the customer includes assigning a customer loyalty value to the customer feedback response, wherein the customer is classified as being in a potential-detractor category when the customer loyalty value is below first threshold value and the customer is classified as being in a potential-promoter category when the customer loyalty value is above pre-determined threshold value.

5. The system of claim 4, wherein a customer loyalty index is calculated for a plurality of customers, the customer loyalty index being based on an overall amount of customers in the potential-promoter category reduced by an overall amount of customers in the potential-detractor category, and further wherein information associated with the customer loyalty index is automatically transmitted to the partner platform as a result of the customer loyalty index and a trigger condition.

6. The system of claim 5, wherein the transmitted information includes at least one of:

(i) a customer name, (ii) a customer score, (iii) a customer comment, (iv) a customer agent, (v) social network information about the customer, (vi) a claim identifier, (vii) a claim status, and (viii) customer loyalty index data.

7. The system of claim 1, wherein the customer feedback response is received by the data acquisition processor before the claim is resolved.

8. The system of claim 1, wherein the customer feedback response is received by the data acquisition processor after the claim is resolved.

9. The system of claim 1, wherein the customer provides the customer feedback response via at least one of:

(i) a telephone call, (ii) a web survey, and (iii) an email survey.

10. The system of claim 1, further comprising:

an input terminal for inputting a portion of the customer feedback response; and

a voice recording device in communication with the database storage unit for storing in the database storage unit a customer voice recording that contains the portion of the customer feedback response.

11. The system of claim 1, wherein customer feedback response information is automatically transmitted to at least one of:

(i) an email application, (ii) a workflow process, or (iii) a report generator.

19. The system of claim 1, wherein exchanging information with the partner platform comprises transmitting to the partner platform customer loyalty data that does not identify particular customers.

20. The system of claim 1, wherein the data acquisition processor is further configured to furnish the performance grade for the partner to a display.

21. The system of claim 1, wherein determining a performance grade for the partner based on the marketing activity results comprises determining a separate performance grade for each type of insurance policy marketed by the partner.

22. The system of claim 21, wherein the data acquisition processor is further configured for displaying each separate performance grade for each type of insurance policy marketed by the partner.

23. The system of claim 21, wherein determining a performance grade for a partner platform comprises generating a report comprising:

overall customer loyalty results data;

workers compensation data;

general liability customer loyalty information;

customer loyalty information for one or both of open and closed claims;

customer loyalty information for a particular insured party or account;

customer loyalty information for a particular state;

customer loyalty information for a particular type of injury;

customer loyalty information for one or more of a particular office, manager, or handler; and

success rate data.

24. The system of claim 1, wherein the partner platform is an end customer platform of a commercial end customer of the insurance entity, and the marketing activity actions taken by the partner comprise marketing activities related to non-insurance products and services of the commercial end customer.

12. (canceled)

13. A computer-implemented method for customer feedback processing, comprising:

receiving, by a data acquisition processor, a customer feedback response to a loyalty survey, the customer feedback being received after a notice of an interaction associated with an insurance entity and a customer is received;

determining a loyalty rating for the customer based on the received customer feedback response;

based on the loyalty rating, automatically transmitting information associated with the customer to a partner on a partner platform;

exchanging information with the partner platform to determine a follow-up action to be taken by the partner associated with the customer feedback response, wherein the follow-up action comprises one of (i) a follow-up interaction with the customer by the partner, (ii) a review process by the partner, and (iii) a marketing activity to the customer generated by the partner;

receiving marketing activity results from the partner relating to a plurality of follow-up marketing activity actions taken by the partner;

determining a performance grade for the partner based on the marketing activity results; and

outputting the determined performance grade for the partner.

14. The computer-implemented method of claim 13, wherein said transmitting information to the partner platform comprises transmitting the information to at least one of:

(i) a sales partner platform, (ii) a distribution partner platform, and (iii) an end customer platform.

15. The computer-implemented method of claim 13, wherein said determining the loyalty rating for the customer includes assigning a customer loyalty value to the customer feedback response, wherein the customer is classified as being in a potential-detractor category when the customer loyalty value is below first threshold value and the customer is classified as being in a potential-promoter category when the customer loyalty value is above pre-determined threshold value.

16. The computer-implemented method of claim 15, wherein a customer loyalty index is calculated for a plurality of customers, the customer loyalty index being based on an overall amount of customers in the potential-promoter category reduced by an overall amount of customers in the potential-detractor category.

17. A non-transitory computer readable medium having stored therein instructions that, upon execution, cause a computer processor to:

receive a customer feedback response to a loyalty survey, the customer feedback being received after a notice of an interaction associated with an insurance entity and a customer is received;

determine a loyalty rating for the customer based on the received customer feedback response, wherein said determination includes assigning a customer loyalty value to the customer feedback response, wherein the customer is classified as being in a potential-detractor category when the customer loyalty value is below first threshold value and the customer is classified as being in a potential-promoter category when the customer loyalty value is above pre-determined threshold value;

calculate a customer loyalty index for a plurality of customers, the customer loyalty index being based on an overall amount of customers in the potential-promoter category reduced by an overall amount of customers in the potential-detractor category;

based on the customer loyalty index, automatically transmit information to a partner platform;

exchange information with the partner platform to determine a follow-up action to be taken by the partner associated with the customer feedback response, wherein the follow-up action comprises one of (i) a follow-up interaction with the customer by the partner, (ii) a review process by the partner, and (iii) a marketing activity to the customer generated by the partner;

receive marketing activity results from the partner relating to a plurality of follow-UP marketing activity actions taken by the partner;

determine a performance grade for the partner based on the marketing activity results; and

output the performance grade for the partner.

18. The medium of claim 17, wherein the instructions that cause the computer processor to transmit the information to the partner platform comprise instructions that cause the computer to transmit the information to at least one of:

(i) a sales partner platform, (ii) a distribution partner platform, and (iii) an end customer platform.