Institute for International Research

The Office of Customer Relations (OCR) at Nationwide Insurance has acted as the liaison between consumers and the company for the past 42 years. OCR is the central repository for gathering consumer feedback for the entire company. OCR gathers the feedback given by the consumers by using a system of reason codes. The codes are used to construct reports that are given to internal business units so they can review the processes and procedures in order to improve the customer experience. To make the reports more actionable, OCR recently undertook an effort to revise the codes. See how they moved from a company process and procedure model to a customer centric model to capture consumer feedback.

Learning Objectives:

• Use a cross functional team to produce results
  
• Shift our culture to deliver the On You Side® experience
  
• Develop complaint consistency for reporting