ABOUT THE CLIENT
Client is a B2B financial services / insurance organisation.
Geography: India
APPROACH
Qualitative, Mystery Shopping
In-depth interviews (IDIs); mystery shopping
Sample Size - ONGOING — IDIs + mystery shopping; full scope not yet available
Duration: 2025 (in progress)
PROBLEM STATEMENT
ICICI Lombard needed to benchmark its customer experience against competitors across key touchpoints, using both qualitative research and mystery shopping.
OUR SOLUTIONS
IN-PROGRESS: Qualitative in-depth interviews with insurance customers.
Mystery shopping across touchpoints.
Competitive CX benchmarking framework.
Phases: Multiple phases (ongoing).
Deliverables: CX benchmarking report with competitor comparison, touchpoint analysis, and improvement recommendations (in progress).
KEY TAKEAWAYS
ONGOING — findings not yet available.
OUTCOME
ONGOING — outcomes to be determined.
Impact: ONGOING — metrics to be determined.
