Abstract
The study presents findings on how a local insurance uses information management to continuously improve
customer satisfaction. The use of information and the way it is managed at this insurer are reviewed and CI
tools related to information management are proposed. A survey tool was developed to acquire data in terms of
information management using a 5-points Likert Scale. The survey intended to shed lights on information
management at this local insurer, and to what extent information collected externally (from customers in
particular) as well as internally was used in an effort to continuously improve customers’ satisfaction.
Company policy establishes a framework within which information should be used in order to continuously
improve services to satisfy customers. However, the analysis of the survey results, although inconclusive,
shows that employees dealing directly with customers explicitly indicated that there was lack of understanding
of the rationale of collecting critical information, and that reporting channels designed to feed information into
the system were either misunderstood or simply unknown. This paper builds upon, though limited, related
research as well as papers, therefore widening the knowledge in the field of CI in the insurance sector.