Crawford & Company is the world’s largest independent claims management company, with more than 700 offices in 70 countries. In the UK, Crawford operates through 27 offices and requires continuous tracking of their loss adjusters. Turquoise provides financial services market research to a number of insurers and financial institutions on an ongoing basis, including regular, monthly tracking surveys for Crawford & Co.
All throughout the year, Turquoise conduct a continuous tracking survey from our in-house CATi (Computer Aided Telephone Interview) unit, where we interview 50 domestic claimants who have been provided with a loss adjuster by Crawford & Co. In addition, each month, we also interview 30 businesses who have made a claim.
The questionnaire is used to assess the customer service and performance of the loss adjuster through questions such as:
- Did you receive an appropriate response to your queries?
- Was the role of Crawford in the claim process explained to you?
- Did you feel you were treated fairly?
Turquoise also conducts a continuous tracking survey via email for Broadspire which is a subsidiary of Crawford & Co. This is sent out to 40 respondents per week.
The market research outlined above, provides insights to the Crawford & Co UK team who use the statistics and verbatim comments as a basis of their monthly discussions on loss adjuster performance. Each month, top level insights from the continuous tracking surveys are also reported back to the U.S. office.
BSI is the business standards company that helps organisations make excellence a habit. Crawford & Co, use the Net Promotor Score (NPS) results from the Turquoise email survey as one of the key metrics for assessing where they stand in the BSI Business Health Index 2018.