Document Test
The document test helps you to make your customer communication understandable and helpful. As a market researcher, insights expert or communications ace, e.g. at a bank or insurance company, you are constantly faced with the challenge of optimizing letters or emails in terms of design, content, language style and brand perception. The end result is a customer document that is fully tailored to their needs.
Methods
The document test helps you to make your customer communication understandable and helpful. As a market researcher, insights expert or communications ace, e.g. at a bank or insurance company, you are constantly faced with the challenge of optimising letters or emails in terms of design, content, language style and brand perception. The end result is a customer document that is fully customised to their needs.
„In long-standing customer relationships, written documents are often the most important, sometimes even the only point of contact. These letters and emails characterise the relationship and the perception of the brand. This makes it all the more important that the content, language and visuals of these documents are optimally tailored to the needs of the customer“
Dr Anne Katrin Lensch
Dialego AG
2023 Insurance
How to achieve better customer communication
The challenge
An insurer communicates changes to the terms and conditions. It is important that the letter is clear and understandable and that the recipients know whether they need to take action. In addition, the letter could influence the customer relationship, possibly negatively.
Result
The document test was used to determine the best variant for the customer relationship. The visual concept mapping provided clear tips for improvement that could also be applied to other documents.