With over 3 million insurance members across the German states of Saxony and Thuringia, AOK Plus was the creation of a merger between two of Germany’s biggest health insurers. Since 2008, one in two people in Saxony and Thuringia call AOK Plus their primary health insurance provider.
How long does a letter take to be delivered?
Daily, AOK Plus delivers a large number of letters to its insurance members. This is why AOK Plus relies heavily on consistent high-quality mail services.
The health insurance provider approached Spectos to verify the delivery time of its letters. When setting up the measurement system Spectos used the Universal Postal Service Ordinance (PUDLV) as a basis, which requires delivery to be on the first working day after dispatch (80 out of 100 letter items). On the second working day, the number moves to 95 out of 100 letter items delivered.
Designing a delivery quality measurement system
After much consultation with AOK Plus, Spectos set up a system of pre-produced test letters that were intended to be sent from their offices.
Confirmation of letters collected and sent was confirmed by a prefabricated fax protocol. A total of 600 test items were sent in waves for every region studied. In each region, more than 1000 Spectos household panelists participated in this study who in turn provided information for received letter items.
Health insurance with shipment tracking
Ever since 2013, Spectos has been responsible for the quality monitoring of mail services for AOK Plus. Spectos ensures that the health insurer is provided data when it comes to reliability and timely delivery in Saxony and Thuringia. These quality measurements take place up to four times a year, for six different regions.
The measurements serve as a quality check for the service delivered to its customers, but on the other hand, it is used to negotiate with service providers when quality levels are not reached.
