The UK Customer Satisfaction Index (UKCSI) - now firmly established as the nation's customer service barometer - was officially published on the 3rd January 2020. That's the good news for the insurers with satisfaction scores that rank in the Top 50 UK enterprises :-
- LV=
- DLG
- Nationwide
- Aviva
The bad news? Of the 25 UK insurers studied in the report from The Institute of Customer Service 40% dropped by more than two percentage points.
The time a policy holders really tests an insurer is when they make a claim.
A recent report from KPMG "The New Claims Organisation" shows that it is possible to both increase customer satisfaction and increase efficiency & cut costs at the same time.
This at same time a report in Harvard Business Review from Bain & Co's Partner Rob Markey stated:
"Loyalty leaders grow revenues roughly 2.5 times as fast as their industry peers and deliver two to five times the shareholder returns over the next 10 years".
Read more about how to increase satisfaction and reduce costs at the same time at "The link between NPS and revenue growth".
The UK Customer Satisfaction Index (UKCSI) - now firmly established as the nation's customer service barometer - was officially published on the 23rd January 2020. This special publication of the UKCSI reveals: the latest customer service trends and key issues how your sector is performing and how you benchmark against them your customers' priorities and the importance of the five customer experience dimensions: Experience, Complaints, Customer Ethos, Emotional Connection and Ethics lessons learnt over the last decade of the UKCSI
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