In the interests of trying to improve the customer experience, I regard it as my civil duty to name and shame organisations who “say” one thing but “do another” to their customers, resulting in a poor customer experience. Similarly, I will credit where credit is due to organisations who are delivering a great customer experience. Step up and take a bow Youi Insurance.
I was about to nominate Youi simply from the experience I received when taking out insurance with them. They promise to answer the call in 5 rings and did. They were friendly, personable (not robotic) and empowered to help you in any way they could rather then push you on to another agent. They explained the quotation process very clearly and offered to call me back at a time to suit me. This was great but it is all to easy to deliver a great sales experience only to be let down by delivery. Fortunately for this blog post but unfortunately for me and an unsuspecting Wallaby, I experienced the delivery aspect of Youi after my wife ploughed into a Wallaby late one evening. The poor Wallaby was killed instantly but my car suffered non terminal damage which would need extensive surgery.
I rang to report the incident and the first thing the agent said was “OMG- Is your wife alright?” I instantly connected with this agent. We chatted about how shocking it is to hit an animal and she gently uncovered the set of facts. She spoke to my wife and very quickly she explained what would happen next. Sure enough, we then got a text from Youi (having said that was our preferred channel) confirming that a pick up truck would tow the car to the repair shop. After collecting the car, we got another text confirming that it would be assessed within 24 hours. Next day, another text confirming that they had approved the repairs and the time it would take. Youi have clearly built this process around the customer, removing the pain of the organising of each aspect away from the customer. I found it clear, non invasive and very pleasant. A very good customer experience.
Now here is the acid test. Next year, my premium may well rise due to the altercation with Australian wildlife. Will I shop around for a cheaper quote? Probably NOT because Youi have proved their value to me and for that, I may well be willing to accept that little bit of extra cost. Youi have therefore quickly turned me into a loyal customer through providing a great experience based on process, people and technology. One final thing, after posting this, I received an email survey from Youi. However, it was not your normal bland survey. It was a transparent and simple survey which shared your views with other customers. Take. Look at this!
A great lesson for many organisations.