ORC International wins customer experience tracker for Hastings Direct
10/19/2012

ORC International, a leading market research firm specialising in financial services, has been appointed by Hastings Direct to develop and support a new online customer experience measurement programme.

Online PR News – 19-October-2012 – London – ORC International, a leading market research firm specialising in financial services, has been appointed by Hastings Direct to develop and support a new online customer experience measurement programme.

Hastings Direct is one of the UK’s largest insurance brokers and has more than one million customers in the UK.

Alastair Macmillan, Financial Services Account Manager at ORC International, said: “Our relationship with Hastings is one of great importance to the Financial Services team at ORC International.

“The implementation of our customer equity model combined with the latest in dynamic portal reporting will help Hastings improve business performance and support their objectives of becoming a top five provider by 2014.”

Steve Barrey, Head of Customer Experience at Hastings Direct, said: “We are passionate about delivering a great straightforward service and sales to our customers. It’s just part of our DNA and as such, enriching our insight into how our customers feel about our services is paramount.

“The programme that we have asked ORC International to conduct for us will enable us to better understand what’s important to our customers, so that we are well placed to deepen our relationships with them and further enhance their overall experience.”