Progressive Insurance looked at insurance from the customers' viewpoint and saw how difficult it was to get an auto claim processed and paid by insurance companies. Then the company crafted its service strategy around solving that problem. The company has fleets of claim adjustors on the road every day, ready to rush to the scene of an accident in their territory and provide fast claims processing-sometimes on the spot. Progressive Insurance relies on _____ defined service standards.
A) Company-defined
B) Competitor-focused
C) Customer-defined
D) Cost-focused
E) Service provider-defined

Question

Quizplus · Accepted Answer

Progressive Insurance crafted its service strategy around solving the problem of difficult auto claim processing from the customers' viewpoint, which indicates that the service standards are customer-defined.

Progressive Insurance Looked at Insurance from the Customers' Viewpoint and Saw