Case Studies

A selection of projects that Further Insight has recently completed.

Health Partners engaged Further Insight to help the organisation improve how it measures and understands the experience provided to customers.​

The problem

Health Partners excels in providing outstanding customer experience. The organisation was awarded “Canstar Most Satisfied Customers – Health Insurer” six years in a row, from 2019 tot 2024. In 2024, Finder recognised the organisation for “Legendary service”, “Most trusted” and “Most loved”. While the organisation had a strong research program in place to provide insights into its performance, it had a desire to improve the value derived from its customer research.

The solution

Further Insight redesigned the organisation’s Customer Experience Tracker to allow the organisation to understand changes over time, simplifying the questionnaire, and at the same time adding topics that previously had not been covered.

The result

The transition of the Customer Experience Tracker was coordinated in close cooperation between the Health Partners and Further Insight teams. The questionnaire was reviewed by both teams, with the goals to maximise value, and at the same time minimise the effort from customers wanting to provide feedback.

While previously the organisation collected data on an annual basis, the Customer Experience Tracker is now executed quarterly. This provides the organisation new insights into how different events throughout the year impact on customers’ satisfaction and potential churn behaviours. The data collection was however designed to not increase the burden on customers

The results are reported to the organisation quarterly, with in-depth trend and theme analysis of the results. The reports provide further insight into satisfaction levels, product use, and churn behaviours, and what opportunities for improvement arise.