Insurance sector delivers fewest problems for customers

29th Jul 2016

Insurance companies generate fewer problems for their customers than firms operating in any other sector, the latest UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service shows. 

Just 7.8% of customers had reported a problem at the time of the Institute’s recent survey, down from 8.9% in July 2015 and a significant improvement on this year’s national average of 12.5%. 

Overall, the insurance sector scored 79.4 (out of 100) for customer satisfaction, sitting two points above the UK average and 1.5 points above the sector’s July 2015 score. Only the retail and tourism sectors received higher overall scores. 

AA Insurance topped the sector for customer satisfaction, with a score of 83.3. But insurance group Zurich saw the largest improvement, with an increase of 7.6 points over the last 12 months. 

The UKCSI also provides insight into customer behaviour within the industry. The Index shows that while the majority of the sector’s customers prefer to contact their providers on the phone, the proportion of customers choosing this method has fallen since last year. Instead, more customers are opting to contact their providers via their websites, with online interactions now accounting for 31.8% of total customer communications.

Regardless of customers’ chosen methods of contact, the quality of service they receive is more important than ever before. Compared to two years ago, a higher proportion of the sector’s customers prioritise excellent service at a higher price over no-frills service at lower prices. More than a quarter of the customers we interviewed expressed a preference for excellent service, even if it costs them more, compared to 22% two years ago. 

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