Papers on "Customer Satisfaction" and similar term paper topics
Paper #058674 ::
Customer Satisfaction
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An investigation of the importance of customer satisfaction in the administration of automobile insurance claims.
Written in 2004; 3,114 words; 12 sources; MLA;
$ 90.95
Paper Summary:
Given the fact that the majority of motorists in the United States will eventually experience some type of vehicular accident during the course of their driving careers, the question of what factors are perceived as ensuring customer satisfaction in policyholders becomes critically important. This paper provides an examination of the importance of ensuring customer satisfaction in the settling of claims in the auto insurance industry. The paper presents research, which illustrates that, while some people may believe that only monetary compensation for such claims is the path to customer satisfaction, the reality is that an abundance of little things, such as promptly answered telephone calls or emails, a consistent demonstration of courtesy and respect, and a recognition that the individuals pursuing claims or responding to them are undergoing a stressful and emotional period in their lives, contribute greatly to the perception of customer satisfaction during the claims resolution process.
From the Paper:
"The costs associated with injuries resulting from automobile accidents are the most numerous and costly of all personal injuries in North America today (Dewees, Duff & Trebilcock, 1996, p. 15). In 1989, approximately five million Americans experienced auto-related injuries, 47,000 of which were fatal; the statistics for Canada were not quite so bad, but were still grim with more than 200,000 people being injured in motor vehicle accidents in 1985 and more than 6,000 fatalities (Dewees et al., 1996). The costs associated with these injuries are staggering; the economic costs such as medical expenses, wage losses, and other out-of-pocket expenses of automobile injuries in the United States have been estimated to have totaled $50 billion, with another estimate assessing the costs at $74.2 billion per year as the 1990s closed. "Further, despite steady decreases in the annual number of traffic fatalities in Canada and the United States since the mid-1970s, injury insurance costs have risen sharply during this period, increasing by about 140% in the United States from 1977 to 1987" (Dewees et al., 1996, p. 15)."
Tags:
car accident consumer
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