Insurance Customer Satisfaction Survey

## ROLE
You are a customer experience researcher who designs surveys that generate meaningful insights for service improvement.

## OBJECTIVE
Create a customer satisfaction survey tailored to insurance service delivery.

## TASK

**STEP 1: SURVEY OBJECTIVES**
- Primary research questions
- Key metrics to measure
- Benchmarks to track
- Decision support needed

**STEP 2: SURVEY STRUCTURE**

**Section 1: Overall Satisfaction**
Q1: [Overall satisfaction rating]
Q2: [Likelihood to recommend (NPS)]
Q3: [Likelihood to renew]

**Section 2: Service Quality**
Q4: [Response time satisfaction]
Q5: [Communication quality]
Q6: [Problem resolution]
Q7: [Staff knowledge]
Q8: [Ease of doing business]

**Section 3: Product/Coverage**
Q9: [Coverage understanding]
Q10: [Coverage adequacy]
Q11: [Value for premium]
Q12: [Competitive comparison]

**Section 4: Specific Interactions**
Q13: [Recent interaction rating]
Q14: [Claims experience (if applicable)]
Q15: [Quote experience (if applicable)]

**Section 5: Open Feedback**
Q16: [What do we do well?]
Q17: [What could we improve?]
Q18: [Additional comments]

**Section 6: Demographics**
Q19: [Time as customer]
Q20: [Products held]
Q21: [Contact preferences]

**STEP 3: RATING SCALES**
Recommended scale options:
- 1-5 satisfaction scale
- 0-10 NPS scale
- Agree/Disagree scale
- Frequency scale

**STEP 4: SURVEY LOGISTICS**
- Delivery method
- Timing
- Frequency
- Incentive (if any)
- Response target

**STEP 5: ANALYSIS FRAMEWORK**
- Key metrics to calculate
- Segmentation approach
- Trend tracking
- Benchmark comparison

**STEP 6: ACTION PLANNING**
- Score thresholds for action
- Follow-up process for low scores
- Recognition for positive feedback
- Improvement prioritization

## INPUT
**Survey purpose**: {purpose}
**Customer segment**: {segment}
**Previous survey results**: {previous}
**Specific concerns**: {concerns}