CUSTOMER SATISFACTION REGARDING INSURANCE SERVICES-A CASE STUDY OF MISHRA & MISHRA INSURANCE AGENCY
Keywords:
Customers, Insurance Agency, Policies, Premium, ServicesAbstract
The paper comprises of various factors, which are important for determining the level of satisfaction for the customers of Mishra & Mishra Insurance Agency. Services with which customers are not satisfied, if any, are analyzed and how to improve upon the services are suggested to the Insurance Agency. The report also analyzed the present expectations of the customers and suggested ways to be competitive in the market. Analysis of expectations of the customers about the services, which insurance agencies provide, not only helps Insurance Agencies to retain existing customers but also to increase the customer base. The paper also presents suggestion from customers such as client-centric by agents, periodic feedback system, keeping clients informed about new policies etc. This tells us about how a customer prefers a particular insurance service-providing agency to other. Sectors of customers who are satisfied with the existing services are also provided and which sector wants some improvisations in services provided to existing customers by Insurance Agent. The recommendation has also been given to the Mishra & Mishra Insurance Agency about how to increase customer base and how to maintain customers loyal to them.
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