What We Do

  • Customer needs assessment
  • Customer journey mapping
  • Customer persona identification
  • Voice of customer
  • Customer share of wallet study
  • Concept testing
  • Pre-launch test for new features
  • Insurance channel satisfaction study
  • Claims process mapping
  • Claims process benchmarking
  • Brand NPS diagnostic
  • Offering NPS diagnostic
  • Customer NPS diagnostic
  • Employee NPS diagnostic
  • Sales channel NPS diagnostic
  • Micromarket mapping & opportunity analysis
  • Premium rate benchmarking
  • Unit economics benchmarking
  • Competitive benchmarking
  • Ad effectiveness monitoring
  • Distribution channel assessment
  • QuickView industry trend

Related Case Studies

Mapping digital journey for Insurance player

Mapping digital journey for Insurance player

Objective

  • Leading online Insurance platform wanted to compare its customers’ digital journey with othe internet-first Insurance players to identify key improvement areas and level of digitization
  • They also wanted to understand customer experience before and after claiming the policy

Methodology

  • Conducted in-depth interviews with active customers (N = 1500) and churned customers (N = 200) to understand digital journey, key pain points and improvement areas
  • Conducted in-depth interviews to understand awareness, customer experience and NPS of all apps and websites of target and its competitors to identify differentiating metrics in core product features
  • Conducted mystery shopping to understand digital journey of customer on target vs its competitors
  • Understood key competitors’ strengths and weaknesses by elaborate secondary research and mapped those to customer needs to identify clear winners

Impact / Outcome

  • Client had a clear view on how it stacks up against competition in creating a seamless digital journey of customer. The client also got actionable insights to develop its tech in core areas to gain competitive advantage
Value chain mapping for cyber insurance distribution

Value chain mapping for cyber insurance distribution

Objective

  • A PE client was looking to understand the cyber insurance space, particularly the distribution value chain. The client also wanted to know the various cyber security tie ups with key insurers and scope of cyber security solutions across each

Methodology

  • Conducted in-depth interviews (N = 10) with experts across the distribution value chain – from reinsurers, insurance carriers, brokers to agents to understand roles, key players and offerings
  • Conducted in-depth interviews (N = 5) with experts on insurance regulation to deep dive on specific regulations for each stakeholder
  • Mapped entire process flow for insurance market in detailed steps along with clear understanding of underwriting risk undertaken at each step
Impact / Outcome 
  • Client clearly understood the process flow and role of cyber security solutions across each channel
Competitive intelligence tracking for India’s insurance industry

Competitive intelligence tracking for India’s insurance industry

Objective

  • Client wanted to benchmark key operational metrics of competitor vs their own, primarily on customer feedback and NPS and regularly similar track metrics   

Methodology 

  • Conducted In-Depth Interviews (IDIs, N=15) of client and competitor customers to outline key purchase criteria for buying insurance across product segments 
  • Conducted survey (N = 5,000) in 6 weeks across 40 cities (mix of metro, tier 1 & 2 cities) and different age-groups, genders, affluence and product segments 
  • Built analysis framework to identify strengths and weaknesses for promoters and detractors of client vs competitors 

Impact / Outcome 

  • Client understood customer feedback clearly and was able to identify improvement opportunities 
Concept validation for new distribution channel

Concept validation for new distribution channel

Objective

  • A growing digital Insurance platform wanted to understand the possibility of selling insurance from a new distribution channel and hence wanted to identify the likelihood of customers buying insurance from such non-insurance online platform across different demographics and geography 

Methodology

  • Conducted survey (N = 1,500) with customers belonging to different tier of cities, age and employment sector to understand acceptance of Insurance as a product sold on non-insurance platforms   
  • Identified customer behaviour towards their existing insurance products, their media consumption behaviour, and usage of different online services 
  • Understood customer behaviour towards different selection of insurance products for different needs and verified the strengths and weaknesses of different distribution channels of the client 
  • Presented various concepts related to the upcoming and existing channels and tested their likeliness towards them 

Impact / Outcome

  • The client validated the possibility of selling insurance through non-insurance distribution platforms and looked forward towards building a strategy in near future

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