EAVESDROP DIPSTICK #015All State Insurance

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Unskilled Adjustor

Refuse To Compensate

Unprofessional Adjustor

Improper Repairs

Lowballs Estimates

Victimize Not At Fault PartyBad Medical Bill Payments

Body Shop Problems

Needed Legal Help

Partial Payments

Eavesdropping on customer perception for All State Insurance

SAMPLE EAVESDROP REPORT

All Companies > All State Insurance > Claims Handling

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To analyze performance of All State Insurance on dimensions like Brand Perception, Agent Perception, Customer Service Experience and Claims handling vis à vis competitors

Challenge

Conversations from Consumer Generated Media were analyzed using

• Natural Language processing techniques

• Domain knowledge encapsulating lexicons

• Analytical tools for classification of dimensions

Further analysis includes

• Key Drivers analysis: to identify pain points and drivers leading to customer

perceptions

• Competitive landscape analysis: to benchmark performance against competition

Solution

• Consistent problem areas across all brands are Agent Perception, Customer Service Experience and Claims handling

• Key drivers analysis revealed Adjustor Perception could probably be the reason for a low score on Claims Handling

• Process improvement areas got highlighted by the analysis

Take Aways Efficient Settlement

Extract themes from user generated content across customer touch points

Spark viral trends using web 2.0 concepts over the internet

Analyze drivers and patterns behind brand

perceptions

AT KALEIDOSCOPE, WE LEVERAGE SOCIAL MEDIA

DOMAIN UNDERSTANDING LEXICONS EARDRUM™ MASHUPS

Page number 6 of 12

Deliverable

eavesdrop report on named brands on a periodic basis

Deliverable

silhouette report on named brands on a periodic basis

Deliverable

Strategy Consulting to leverage web 2.0 for your brand

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Fractal is a leading provider of customer intelligence to consumer-oriented businesses. Fractal's solutions help companies across the globe drive

competitive advantage through a deeper understanding of their customer base, and using this understanding to drive intelligent interaction with

customers.

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