Existing Benefit Calls

Survey to see how effective Benefit Activation Guide is.
Name: 


A red asterisk (*) indicates required questions.

  1. What is the benefit type that causes the most confusion to customers?*
    Loss of Life
    Disability
    Unemployment
    Leave of Absence
    Hospitalization
    Life Event- Marriage
    Life Event- Divorce
    Life Event-Birth
    Life Event- Adoption
    Life Event- Academic Excellence
    Life Event- Entering College
    Life Event- Graduation
    Life Event- Moving
    Life Event- Retirement


  1. Why?*


  1. What is the primary reason customers call after having already filed for a benefit (existing benefit customers)?*
    Did you receive my fax?
    Has my benefit been approved?
    Has my account been credited or has the benefit amount posted to my account?
    I don't understand what I'm supposed to provide for proof.
    Other (If selected answer question 4)


  1. If other, what is the reason?


  1. How soon do customers call after having filed a benefit activation?*


  1. Do you refer to the Benefit Activation Guide when speaking with customers?*
    Yes
    No


  1. Do you think the Benefit Activation Guide is helpful to customers?*
    Yes
    No


  1. Why do you think the Benefit Activation Guide is helpful/not helpful to customers?*


  1. We are continually looking for ways to improve and simplify the customer experience related to benefits. What suggestions do you have?





The Training Team
Bank of America Unit