Progressive Insurance examined 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 now 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 _____ service standards.

Question

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Progressive Insurance crafted its service strategy around solving the problem of difficulty in getting an auto claim processed and paid from the customers' viewpoint. Therefore, the company relies on customer-defined service standards.

Progressive Insurance Examined Insurance from the Customers' Viewpoint and Saw