Ruralins Brand Overview
Rural Mutual Insurance Company (Ruralins), established in 1934, is a Wisconsin-based insurer dedicated exclusively to serving the state’s residents. The company offers a comprehensive range of insurance products, including farm, business, home, and auto coverage, tailored to meet the unique needs of Wisconsin’s communities. This way, Ruralins ensures that premiums paid within the state contribute to its economic strength and resilience.
Over the years, the company has garnered national recognition for its financial stability and operational excellence. Notably, it has been named to the Ward’s 50 list of top-performing property and casualty insurance companies for 15 consecutive years, a distinction awarded to companies showcasing superior performance and financial stability. Additionally, A.M. Best, a leading insurance rating organization, has consistently affirmed Rural Mutual's strong financial standing, reflecting its commitment to meeting policyholder obligations.
Ruralins’ Challenges
Given all the awards, why does Ruralins even need CX software? Well, even the best companies have room to grow, and listening to customers is the key to staying ahead of the competition. Collecting feedback is crucial for understanding how happy customers are and figuring out what’s working (and what’s not). Whether it’s about the claims process or customer service, these insights help improve the overall experience and keep customers loyal. And let’s not forget, that they can flag compliance risks and show customers that the company really cares about their input.
Rural Mutual Insurance relies heavily on customer feedback to improve its services and maintain strong relationships with its clients. What would they expect from their survey tool? For one, security is non-negotiable – strong data protection is a must. Another big hurdle is making sure the tool integrates well with their existing systems. Plus, they can’t just use any generic survey – they needed highly customizable templates designed to collect feedback on claims handling or policy renewals.
Finally, they need something that works for everyone, whether it’s policyholders, agents, or business partners. Features like automated feedback loops and segmentation for different audiences are equally important.
The Solution
Rural Mutual Insurance has taken its customer feedback game to the next level with Retently CX which makes collecting and acting on feedback easier than ever. They use API-triggered surveys to automatically reach out to customers at just the right moments – like after submitting a claim. This ensures the feedback they get is fresh and directly tied to specific customer experiences, making it super relevant and actionable.
To make sure they don’t miss out on responses, they’ve added automated email reminders for anyone who doesn’t reply the first time. And they’ve put a lot of thought into making their surveys look good too – personalized templates reflect their brand’s image, so customers feel like it’s all part of the same trusted experience.
Their approach blends pulse NPS surveys, sent every 2 years to check overall satisfaction, with transactional NPS surveys triggered at key touchpoints. These quick, targeted surveys help them stay on top of customer sentiment and respond to any concerns quickly. Plus, all the feedback gets sent straight to their CRM, so teams can follow up quickly and close the loop with customers. By combining automation, personalization, and real-time feedback, Rural Mutual has built a simple yet powerful way to keep improving and keep their customers happy.
Results With Retently
Since 2019, Rural Mutual Insurance has been using Retently to stay connected with its customers – and the results have been nothing short of amazing. Working in the competitive insurance industry is no easy feat, but they’ve managed to achieve a good NPS score of 64. What’s more, 57% of their customers give them a rating of 10, and it’s easy to see why. They consistently praise the smooth, hassle-free processes and the personalized approach that makes them feel valued.
So, what’s their secret? It all starts with their smart approach to surveys. Ruralins runs both regular NPS campaigns to check overall satisfaction and transactional NPS surveys at claim submission events. These surveys are perfectly timed, thanks to API-triggered automation, making the feedback super relevant to each customer’s experience. By personalizing their survey templates to reflect their brand’s friendly and professional image, they make every interaction feel genuine and on-point.
But gathering feedback is just the beginning. Ruralins doesn’t let that valuable data sit idle. Every response is exported directly into their internal systems, giving their teams instant access to act on customer insights. This means they can follow up quickly, address concerns right away, and use the feedback to fine-tune their products and services. It’s this thoughtful, data-driven approach that keeps customers coming back and drives improvements that everyone can appreciate.
The results? Happy customers who feel heard and valued, a great NPS score and survey response rate that keeps the feedback flowing, and a reputation for being a company that truly listens. Rural Mutual has proven that when you combine Retently with a genuine commitment to your customers, you can turn even the toughest industry challenges into opportunities.
