Leading global insurance enterprise
How do you turn required compliance reporting into competitive advantage?
A national insurance and plan benefits provider was required to prove plan performance to end clients—large organizations and plan sponsors demanding tangible evidence.
But they also wanted to improve marketing and communications to both plan administrators and end-users.
Meeting both mandates simultaneously introduced significant complexity.
Key challenges emerged:
Data without narrative: Metrics existed, but didn't translate into compelling stories.
Dual-audience tension: Messaging needed to work for B2B decision-makers and B2C plan users.
Under-leveraged insight: Reporting risked becoming compliance exercise rather than strategic asset.
The national insurance and plan benefits provider needed to connect proof of performance with perception of value.
This required transforming standardized YOY customer satisfaction deliverables (a check box) into a strategic advantage.
The approach
01
Annual satisfaction surveys
Design and analyze surveys capturing how people actually experienced plans across tools, service, communication, and ease of use—tracking patterns year over year.
02
Competitive landscape analysis
At key moments, step back to examine how the brand was showing up, where competitors were sounding the same, and where the brand had real strengths not being communicated.
03
Connect the efforts
Translate satisfaction data and competitive insight into clearer messaging and stronger communication for both decision-makers and plan users.
The result
strategic partnership with Fortune 100 enterprise
employees supported
YOY trends tracked
What changed
Clearer view
The brand gained reliable insight into what mattered most to clients and plan users, backed by consistent data gathered year after year.
Better communication
Marketing and messaging now aligned with real experience, not assumptions—working for both B2B and B2C audiences.
Informed decisions
Instead of isolated reports, the brand leadership team had insight, language, and perspective needed to better serve partners and plan users.