Agero’s Winback team will follow up with customers who have given a score of 6 or below on the post event survey to understand what went wrong and try to make it right with an apology or goodwill gesture; ultimately restoring customer trust following a challenging event and maintaining customer satisfaction with their State Farm policy.
There are four statuses that you might see:
Winback Pending: The winback case is opened and an agent has been assigned to contact the customer.
Winback Attempted: The Winback team attempted to contact the customer but was unable to reach them.
Winback Unsuccessful: The Winback team was unable to reach the customer or fully resolve their issue.
Winback Successful: The Winback team engaged the customer and successfully recovered the experience.