It’s an obvious statement but high employee satisfaction
levels can reduce employee turnover, and a big piece of this satisfaction
is tied to the quantity and quality of benefits offered by employers.
That’s why carriers that want to succeed in the voluntary
market must consider the needs, wants, and expectations of employees
when developing products and value propositions. After all, it
is this customer group that actually buys the insurance!
In addition to examining the reasons why employees buy particular
products, our research shows carriers how they can turn non-buyers
into buyers. It is also designed to improve your customer service
by conducting one-time periodic or ongoing studies to measure
general satisfaction or satisfaction after a specific service
encounter and to improve retention by understanding why customers
lapse and what they can do to prevent lapses.
To better understand our employee research services, below are
some examples of projects we’ve recently completed.
Researched what employees would like to see in an enrollment
Our client wanted to better understand what employees need in
order to feel good about a voluntary benefit enrollment process.
Eastbridge conducted focus groups and explored employee opinions
on what really meets their needs and how they want to be approached.
Developed data on why employees sign up for coverage
but end up lapsing with no payment ever received.
A carrier was facing a problem with too many never effects (where
a customer signs up but the payroll deducted premium never comes
in). Eastbridge conducted interviews to identify the reasons employees
never paid and if the company could have done anything to prevent
the never effect.