Event-related insurance surveys a valuable tool becomes the sustainable existence of a health insurance company to the customer-oriented measurement and control of service quality since the introduction of the contribution of the unit and the facilities of the health fund more than dependent on the successful enactment on the market and a sustainable customer orientation, which provides the insured persons in the center of entrepreneurial thinking and acting. Service or quality of service always more to decide the extent of customer satisfaction and retention and are vital competitive factors. However, to ensure and develop of a high level of service is dependent on the underlying processes. A desired level of satisfaction can only be achieved as a result, if the processes leading to the service experiences are clearly associated with and in their performance measured, managed and developed. Event-related surveys help assess value-added (service) processes. It is clear that at the beginning and at the end of many service processes is Customer. Therefore, this is also the only person who can really judge perceived service quality. Surveys therefore make a decisive contribution from the belief to knowledge.

The customer’s perception of service quality after a service experience is the only characteristic of these measurable quality. Event-related surveys at short intervals provide valuable insights on customer satisfaction, which is currently achieved with the well known performance and specific service experiences as a result. In addition, the analysis provides important information about the quality standards of individual customer groups (CTQ’s critical to quality criteria =”). In connection with internal performance indicators to the service processes, reaching a high level of transparency, which process performance (E.g. reaction times) in the result leads to what level of satisfaction among customers.

Necessary internal service standards can be developed so specifically with a view on their effect on the customer and implemented. Continue implemented improvement measures can by event-related surveys in short intervals be assessed very quickly based on the effect of customer perception. Especially for staff, event-related customer surveys promptly provide the necessary feedback to the perceived service quality and allows them on the basis of the knowledge he to can respond to customer expectations in service situationally correct and binding circulation.