Case Study

Keeping Long-Term Tabs on Satisfaction to Increase Retention

Issue:

A Fortune 200 insurance company sought to retain and increase its retirement plan customer base of state, county and city government employees.

Approach:

The Blackstone Group was asked to measure the satisfaction of public employees for the insurance company’s retirement plans.

  • Conducted focus groups among employees and agents for the retirement plans.
  • Applied these findings to design questionnaires for large-scale quantitative studies among these populations.

The Blackstone Group has repeated the quantitative research among thousands of employees biennially since 1993.

    Results:

    The employees’ satisfaction ratings serve as a referendum on the insurance company’s performance. At one point, the research revealed that one state’s agents were under-serving female plan participants, leading the insurance company to improve its service to this population.