National Insurance Company Case

1494 Words6 Pages
NATIONAL INSURANCE COMPANY1
Tom Kurtis, Manager of Customer Service for National Insurance Company, and his assistant, Jill Baxter were getting ready to analyze data collected through a mail survey of a sample of National’s customers.
The primary purpose of the survey was to ascertain how customers perceived National’s quality of service and to identify areas for improvement.
THE COMPANY
National Insurance Company is one of the leading insurance firms in the United States. It serves over 10 million customers who have insurance coverage from National for a variety of needs (e.g., home, health, auto, life). The company’s customer base, after growing steadily for a number of years, had started to erode during the past two years. Jack Driver,
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2.

When you have a problem National shows a sincere interest in solving it.

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National performs the service right the first time.

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National provides the services at the time it promises to do so.

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National maintains error-free records.

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Empathy
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National treats you with care.

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National has operating hours convenient to all its policyholders.

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National has employees who give you personal attention.

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National has your best interest in mind.

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10.

Employees of National understand your specific needs.

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Continued

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Exhibit 1 Continued
Tangibles

Strongly
Disagree

Strongly
Agree

11.

National has modern looking equipment.

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12.

National’s physical facilities are visually appealing.

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National’s employees are neat-appearing.

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Materials associated with service (such as pamphlets or statements) are visually appealing at National.

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Responsiveness
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Employees of National tell you exactly when services will be performed. 1

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Employees of National give you prompt service.

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Employees of National are always willing to help you.

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Employees of
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