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Please use this identifier to cite or link to this item: http://hdl.handle.net/1942/22770

Title: Analyzing customer interactions at the Dutch Employee Insurance Agency
Other Titles: Does work.nl work?
Authors: Janssenswillen, Gert
Creemers, Mathijs
Jouck, Toon
Martin, Niels
Swennen, Marijke
Issue Date: 2016
Citation: 12th International Workshop on Business Process Intelligence 2016, Rio de Janeiro, Brasil, 18 - 22 September 2016
Abstract: This paper examines the interactions between clients of the Dutch Employee Insurance Agency UWV and their website werk.nl. The interactions taken into account are visits to the website, messages sent, questions asked and complaints filed. The analysis includes a characterization of clients based on their demographic aspects as well as their behaviour. The study further creates an understanding of how people use the website and points out why clients move to more expensive channels, such as messages and questions, or why clients file a complaint. The insights suggest possible ways to improve the website and thereby avoid clients switching to other channels, eventually improving both the client-experience and the cost-effectiveness of UWV’s operations.
URI: http://hdl.handle.net/1942/22770
Link to publication: https://www.win.tue.nl/bpi/doku.php?id=2016:challenge
Category: C2
Type: Conference Material
Appears in Collections: Research publications

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