For instance, swimming pool contractors talk about pools rising out of the ground due to changes in hydrostatic pressure. Common to virtually all customers is the desire to transfer their problems to someone else at the time that they suffer a loss. They also hope that the claims experience will be as painless as possible. Additionally, there will be some needs that are particular to an individual customer that must be uncovered by the agent. These expectations may include the frequency of visitation by the agent and the level of information to be provided to the customer.
Most dissatisfaction seems to arise from the gap between expectations and reality.
Some customers want regular visitation from the agent and a high level of information sharing while other customers do not. If all customers are treated equally, some of them will be satisfied and others will not. You have to uncover their needs at each of these levels. The purpose was to learn more about the process they engage in annually when it is time to make an insurance purchase decision. Among the findings from these interviews was that, almost universally, the decision makers depended on the agent to take care of their needs.