An on-going customer satisfaction study for a consortium of major insurance providers involving around 8,500, 20 minute interviews per annum with customers who have recently had an insurance claim settled. Challenges met and overcome included:

• ensuring that all interviewers were suitably sensitive to the fact that customers could well be discussing a traumatic event
• managing multiple quotas by provider and claim type on a monthly basis
• maximising response rates in instances where only limited sample was available