Allstate Changed Its Insurance Billing Procedure After Research Revealed Customers

question 21

Multiple Choice

Allstate changed its insurance billing procedure after research revealed customers wanted flexible payment plans and billing information presented in an easy-to-read format.What type of research would Allstate most likely have used to discover how customers perceived Allstate's billing procedure?

• A) Trailer calls
• B) Mall intercept interviews
• C) Role-playing experiments
• D) Critical incident technique
• E) Thematic apperception tests

---

Definitions:

Biological Nature

Refers to the inherent qualities and biological processes that define and regulate the life of an organism.

Ancestors' Success

The achievements or advancements made by previous generations, which can influence the opportunities or genetic makeup of current generations.

Anterior Cingulate Cortex

A part of the brain located in the frontal lobe that plays a crucial role in emotion formation and processing, decision making, empathy, impulse control, and focusing attention.

Amygdala

A part of the brain's limbic system involved in emotion regulation, especially fear and pleasure responses.