Customer satisfaction in insurance sector sees slight fall

9th Mar 2020

Customer satisfaction in the insurance sector has dropped slightly compared with the same time last year, according to the January 2020 UK Customer Satisfaction Index (UKCSI), published by The Institute of Customer Service.

A score of 78.4 out of 100 is the sector’s lowest since July 2015, but the sector still remains 1.5 points above the UK all-sector average.

Customer satisfaction with the speed with which a complaint is resolved has fallen from 6.4 to 5.9 compared to January 2019. Satisfaction with the outcome of the complaint and staff attitude in relation to complaints have also fallen by 0.3 points compared to last year.

Despite this, the number of customers experiencing a problem is 9.3%, which is lower than any other sector.

The highest-ranking organisation in the insurance sector is LV= with 83.3 points. This is 6.4 points higher than the UK all-sector average and 4.9 points higher than the insurance sector average.

Direct Line is ranked second (82.2 points) and Nationwide Insurance ranked third (80.9 points). Direct Line is also the most improved organisation in the sector compared to January 2019.

Of the 25 organisations ranked, five improved on their January 2019 rankings, and three of these by one point or more. Two have been ranked for the first time in the 2020 UKCSI, including Petplan, which is ranked seventh with 79.3 points.

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