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Table 2 Service quality scores for the teams during P0 and P1 for caller categories ‘expectations’ and ‘changes’a

From: Advice from the health insurer as a channelling strategy: a natural experiment at a Dutch health insurance company

  P0 Jan-Mar ‘16 N P1 20 Oct ‘16– Mar ‘17 N Difference
Pilot team 7.84 274 8.32 576 +.48
Team M 7.73 266 7.90 584 +.17
Team D 7.98 235 7.90 859 −.08
  1. a The sample was created by selecting only the calls that were classified in the categories ‘expectations’ or ‘changes’ as these were the categories that most of the incidents of advice were given