When customers always give 5 out of 5, it’s time to start asking better questions
Cases
Monday 09:40 AM - 10:10 AM
Language: Norsk
Everyone loves top scores – until you realize they don’t give you the answers you need. Gjensidige tested a solution to measure quality in the claims journey and achieved an 85% top score. Great? Not really. In this session, Nina Esp Bhogal shares what we discovered, and how small adjustments in questions and communication can unlock entirely new insights – and a better customer experience.
Speaker
Nina Esp Bhogal
Customer Experience Expert, Gjensidige
Nina is passionate about making the claims journey safe and simple for customers, in a situation that is often stressful and unpredictable. She works to ensure that communication is clear, relevant, and gives customers a sense of control – from the first damage report to the case being resolved. To achieve this, she collaborates closely with development teams and claims handlers, ensuring that technology and human interaction work hand in hand to deliver the best customer experience.
About Gjensidige
Gjensidige is a leading Nordic non-life insurance company listed on the Oslo Stock Exchange, with operations in Norway, Denmark, Sweden and the Baltics. The Group has around 4,600 employees across six countries. In Norway, Gjensidige also offers pension and savings, and through Flyt and REDGO provides mobility services. With more than 200 years of history, the company combines data and professional expertise to create security and simple customer experiences throughout the entire claims journey.
