Customer Experience: Listening to Our Customers & Partners

At Travelers, we understand the power of listening. To that end, we aim to provide our customers and agent and broker partners with the ability to quickly and easily share feedback on our products, services and interactions. Our Customer Experience teams, which span across all Travelers business lines, regularly monitor and analyze that data to respond to customer and agent concerns while using root cause analysis to improve our processes. Our goals are to ensure that we understand our stakeholders from the start and that we use the valuable feedback we receive to develop the products and services that our customers want and need.

We strive to expand our ability to receive and act upon customer feedback, including through the use of “after call,” “chat,” and “after transaction” surveys; feedback buttons or active surveys on our digital properties; and deep quantitative research and in-depth interviews with our customers, agent and broker partners and employees. In total, we had more than 1.7 million feedback-related interactions with customers across all of these channels in 2023. We use the extensive feedback we receive to understand what is working and what we should improve upon – all in service of our relentless pursuit of continually improving our products and services.

Here are some additional ways in which we advance our goal of listening to our customers and agent and broker partners:

• 24/7 Customer advocacy. With one of the most comprehensive suites of commercial and personal product offerings in the marketplace, over 30 businesses and more than 30,000 employees, it could be difficult to reach the right person at the right time. To make it easier, our Customer Advocacy team of trained specialists is available 24/7 to help our customers, agents and brokers navigate to the right person at Travelers. Customers can find the Customer Advocacy telephone number and email address by clicking on the “Contact Us” button on the homepage of Travelers.com. In 2023, we responded to more than 90,000 customer inquiries.
• Social media response capabilities. Many of today’s customers prefer to interact through social media. To address this trend, we have established a social media scanning and response capability to quickly respond to customer inquiries through social media. Any time a customer posts on a Travelers social media property or tags Travelers in a post on their social media property, we have a process to quickly review and direct that comment to the right business partner to determine if a response is needed. In 2023, we addressed more than 27,000 social media posts with these capabilities, and 83% of our customers’ social media posts received an initial response within 45 minutes.

Ultimately, by listening to our customers, using advanced analytics and data science tools to better understand their needs, and leveraging data from third parties – such as J.D. Power, Forrester and NICE Satmetrix – we can monitor our customers’ needs and evolve our processes and strategies to align more closely with the perspectives of our customers, agents and brokers.