Slight rise in customer satisfaction in the insurance sector

22nd Oct 2018

Average customer satisfaction for the insurance sector has risen by 0.4 points in the latest UK Customer Satisfaction Index, published by The Institute of Customer Service. 

A score of 79.3 out of 100 in the July 2018 index is 1.4 points higher than the UK all-sector average of 77.9 and means that insurance is ranked sixth out of 13 sectors.

Customers consider the performance of insurance companies to be as good as or better than the all-sector average in almost all areas.

The only category that fell below the average was overall satisfaction for “in person” experiences, although these make up just 11.1% of all experiences, and it was a slight fall.

Satisfaction with email experiences fell by 1.3 point, but this was still two points higher than the UK average.

Out of 25 organisations that received a UKSCI score in July 2017 and July 2018, 12 scored below the sector average. There was a range of performances in the sector. Four insurers improved their scores by at least two points, while three saw a fall of more than two points for the period.

Satisfaction with experiences related to how an insurance claim is handled improved by 3.8 points to 78.5. Significantly, the number of customers experiencing a problem (8.4%) is the lowest rate of any sector.

However, average satisfaction with the handling of complaints in the sector fell from 6.2 to 5.6 out of 10 and is at the same level as the UK average. The proportion of complaints citing an organisation “not keeping its promises and commitments” also rose markedly from 3.9% to 12.6%. 

Nationwide Insurance topped the sector with a score of 83.1, an improvement of 1 point on its July 2017 UKCSI ranking.


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