Astute VoC

What do you like best?

From the initial RFP all the way through today, three years later, the Astute team has been focused on answering the business questions across our member journey. Whereas their competitors always talk about platforms and self service, Astute has been focused on our research and consulting on meeting our evolving VoC needs. They are agile and nimble and always prepared to be an active partner in our VoC work.

What do you dislike?

The only complaint that I have is that we don't have the bandwidth to act on all of the insights that the Astute team and technology has uncovered and validated.

What problems are you solving with the product? What benefits have you realized?

Our initial use case was to identify digital and mobile member pain points across the journey that could drive a pipeline of continuous improvement opportunities. Through our pipeline work we have been able to tackle all of the lower-hanging fruit driving improvement in metrics like task completion, NPS and overall experience. Today we have two additional use cases and the first is around leveraging the Astute tools to provide enhanced contextual information about key experiences to assist in building business cases for digital and mobile CX improvements. Our second additional use case is helping drive our VoC maturity efforts in the area of service recovery.