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TrueCall Aims to Keep Insurance Shoppers Mysterious
UK customer insights agency directexcellence has announced the launch of a mystery shopping service for the insurance sector. The service is pitched as a solution to the detection of mystery shoppers by 'increasingly sophisticated' providers.
TrueCall uses real consumers telephoning for their own renewal quotations, thus 'ensuring a true measure of both consumer expectations and the actual experience'.
MD Martin Pitt comments: 'Our experience with mystery shopping showed us that it was time for a change in the way that data was gathered. Insurers are becoming increasingly sophisticated and many have effective ways of detecting mystery shoppers which was starting to cast doubt over the accuracy of some of the results. We now guarantee that our mystery shoppers, being genuine potential customers, can not be detected.
'We have thoroughly road tested TrueCall and believe that it represents a major step forward in delivering meaningful insights to insurers, brokers and brand extenders into the importance of service, agent quality, perceived value and price.'
Web site: www.directexcellence.co.uk.
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