NEWS18 October 2012

Hastings Direct taps ORC International for customer experience

New business UK

UK— Insurance broker Hastings Direct has appointed ORC International to develop and support a new online customer experience measurement programme.

The broker has more than a million customers in the UK and has tasked the agency with enabling the business “to better understand what’s important to our customers so that we are well placed to deepen our relationships with them and further enhance their overall experience,” said Steve Barrey, head of customer experience at Hastings Direct,

ORC International’s financial account manager Alastair Macmillan added: “The implementation of our customer equity model combined with the latest is dynamic portal reporting will help Hastings improve business performance and support their objectives of becoming a top five provider by 2014.”