UKCSI Insurance Sector Report - January 2017

A national measure of customer satisfaction in the Insurance sector. It measures over 30 measures of the customer experience in 27 organisations.

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UKCSI Insurance Sector Report - January 2017

Drawing its data from 3,000 individual customer experiences, the latest UKCSI Insurance Sector Report provides you with a strategic overview of the sector’s performance in the UK as a whole and for individual organisations within the sector.

Last updated: July 2017

Format: PDF

Price: £1,350.00 (excluding VAT)

The latest UKCSI shows that customer satisfaction for the Insurance sector has grown and remains above the UK average. Customer experiences associated with home insurance and motor insurance in particular scores higher than the sector average.

Despite increased customer satisfaction, a sizeable drop in the Net Promoter Score suggests that it is becoming harder for Insurance organisations to earn customer advocacy.

12 of the 27 insurance sector organisations have improved by one point or more since January 2016. LV= is the best performer in the sector and M&S is the most improved organisation and ranks amongst the 20 most improved organisation in any sector.

Virgin Money returns with a similar score to when it last featured in the UKCSI in January 2015.

In addition, the report examines the attributes of the customer experience most important to customers in the sector and how this compares to customer satisfaction for these measures. It contains benchmarking of sector and national results on key complaints measures, evaluates channel usage and satisfaction, explains the importance of organisations getting it right first time, and analyses overall customer satisfaction against reputation, customer effort, trust, loyalty and NPS.

The report also gives an indication about what organisations in the sector should do to improve their customers’ experience.