A Slop University population survey of customer-rated cordiality across strip-mall traders and food trucks now sets each stallholder's public-liability excess band.
Slop University's Cordiality Index rates 246 strip-mall traders and food trucks on customer warmth, and an insurer has adopted the bands.
The Adaptive Metrics Lab spent nine months asking whether an insurer could price warmth ahead of a claim. Its answer, released today by the School of Continuous Improvement, surveys customer-rated cordiality across 246 independent strip-mall traders and food-truck operators and hands the resulting bands straight to renewal.
The Cordiality Index distils thousands of exit-interview ratings into a single population portrait, anchoring each stallholder’s premium in customer sentiment rather than claims history alone. The approach folds a service-quality instrument into the University’s evaluation-ecosystem agenda, translating everyday courtesy into a structural input for underwriting. The School regards the result as further evidence that customer sentiment belongs inside the University’s evaluation-ecosystem portfolio.
A measure that only turns up after a claim is filed was never going to help anyone. This one arrives first, and the renewal conversation gets to start somewhere kinder.
— Associate Professor Casimir Beng, Lead of the Adaptive Metrics Lab
“The traders who sat through an exit interview between customers gave us something we couldn’t have modelled from a claims file alone,” said Dr Fenna Okoro.
The full poster is available from the University’s research repository under an open licence, doi:10.5555/slop.o3l2rw.