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A quality service should provide at least meet the quality thatthe customer expects. An insurance company may aim to respond to aclaim advice within a specified timeframe in line, this is known as'threshold quality' and is fundamental to any quality programme.Without knowledge of these customer expectations, a company maywaste resources. To maintain a competitive edge in an increasinglycomplex environment, insurers must know what customers expect andprovide services and products that meet or exceed thoseexpectations.How do insurance companies achievethis? [25 marks]
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