Progressive Insurance examined insurance from the customer's 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.The ability of the insurance company to have an adjustor at accident sites so quickly is an example of which of the following service quality dimensions?

Question

Quizplus · Accepted Answer

The ability to have an adjustor at accident sites quickly is an example of responsiveness, one of the service quality dimensions. Responsiveness refers to the company's willingness to help customers and provide prompt service.

Progressive Insurance Examined Insurance from the Customer's Viewpoint and Saw