Association Case Study

√ Situation
In 2007, Person to Person Quality was tasked with managing a small mystery shopping project to help AARP Services (ASI) evaluate several long-term care insurance providers. Impressed by our work, ASI management recognized the value of evaluating and measuring the member experience with all AARP-branded products and services.

√ Solution
Person to Person has launched mystery shopping projects to evaluate the member experience with over 15 AARP-branded products and services, and the multiple distribution channels (phone, face-to-face, and web) used to market and sell them. At the end of each quarter, we provide the client with Executive Summaries for each product and service being shopped, and participate in meetings with ASI’s partners to discuss the strengths and weaknesses in the AARP member experience and how it can be improved. 

√ Results
In the initial project, Person to Person Quality’s research helped ASI decide which insurer to partner with to offer an AARP-branded insurance product.   As the program has grown, our research has exposed problems that were costing both sales and member loyalty, and has enabled major improvements in the member experience.  Our shop reports are used as the basis for recognition and rewards for ASI partners. Each year our relationship with ASI has grown significantly and we now evaluate the member experience with everything from AARP-branded travel services to hearing aids to auto insurance.  Our role has expanded beyond that of a mystery shopping vendor to include consulting for AARP on broader member satisfaction issues.