Customer experience tops insurance restoration success measures, Crawford & Company report finds
Crawford & Company's Contractor Connection report found customer experience was contractors' leading measure of success in insurance restoration, cited by 33% of respondents; 74% identified steady work as the most frequently cited benefit of managed repair programs.
1. Survey findings
Customer experience drew 33% of responses, more than twice the share for workmanship quality and nearly three times the share for carrier relationship management. Contractors cited a steady stream of work as the most frequent benefit of managed repair programs, while identifying cost control, faster claims processing and higher policyholder satisfaction as key benefits for insurers.
