The Japan Auto Insurance Claims Satisfaction Study is a study that targets those who have made an accident claim (request for insurance money) with the insurance company they have a contract with, and investigates the process from accident reception to claims, their level of satisfaction with the service provided in general, as well as the actual state for each type of activity.
Characteristics of the Study
In measuring customer satisfaction, the six factors of "settlements", "first notice of loss", "service interaction" which measures interaction from the accident claim to the settlement, "appraisal", "repair process" and "rental car experience" where established for each study and then the overall satisfaction score is computed on the basis of the how much each factor influenced overall satisfaction (on a 1,000 point scale). "Repair process" and "rental car experience", are measuring the level of satisfaction with the service received at the contract agency, or the designated facility introduced by or linked with the contract partner.
Additionally, the actual state of a wide range of topics such as the actual state of reception at the window, and various activities related to customer interaction are asked in this study. For that sake, you can use this as information for a marketing strategy for maintaining and acquiring customers now and into the future.