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IPT Email Broadcasting - directexcellence

directexcellenceWebsite www.directexcellence.co.uk

With so much standardisation and commoditisation of products and services today, customer experience has become the new differentiator and business battleground, providing companies with a competitive advantage and helping them to increase sales.

directexcellence offers a range of services to help you discover what it's like to be a customer of your business:

Telephone research

We work with research agencies, consultants and the general business community. We are small enough to be flexible and offer a fast turnaround, but large enough to ensure no compromise on quality.

  • 40 CATI (computer-aided telephone interviewing) workstations
  • Business and consumer research experience
  • ICQS certified
  • Specialists in mystery shopping

General insurance services

We offer a range of performance monitoring services specifically aimed at the general insurance industry. We will help you to discover what your customers really experience when they interact with your business, allowing you to identify ways to differentiate yourself from your competitors. Our research reports are mainly conducted on a syndicated basis, making them highly cost-effective.

  • Acquisition Telephone Monitor is a quarterly, syndicated mystery shopping service assessing the quality of your call centre sales teams. We offer separate telephone monitors for home, motor and travel insurance.

  • Acquisition Truecall offers a brand new approach to mystery shopping, providing you with the kind of customer experience feedback that no insurer can afford to do without by recruiting and questioning consumers who are about to buy insurance.

  • Acquisition Web Monitor is an annual analysis of General Insurance websites. The report is designed to provide a detailed examination of each website's functionality, and to review its relative strengths and weaknesses compared with other sites.

  • Acquisition Price Analysis. By collecting information about 1,000 prices per month we enable you to gain real insights into your competitors' pricing strategy. Information from our pricing research will provide you with powerful marketing messages for use in your advertising and promotions.

  • Retention Claims Benchmarking and MarketCheck are true business benchmarking products - syndicate members provide us with key performance data, which we make anonymous and analyse. This enables members to understand how they are performing against the market.

  • Retention Renewal Behaviour Research looks at the renewal behaviour of real customers - who were they insured with; who did they renew with; what motivated them to switch insurers or stay where they were; how many quotes did they obtain, and where did they go to get them?

  • Retention Compliance Monitor provides you with the reassurance that your sales approach is staying on the right side of the FSA guidelines and the rules governing Treating Customers Fairly.

Contact Information

Quick Statistics

  • Call centre monitoring
  • Price analysis
  • Business benchmarking
  • Telephone research

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