Accenture research finds a significant gap between what customers expect from their insurers, and what they think they’re getting. In some cases, that gap is as big as 35 percent. Research also shows that 60 percent of customers who switched providers did so because of poor customer service.
Clearly, it’s imperative for insurers to satisfy—and exceed—customer expectations. But where should they focus their efforts?
What are customers’ main frustrations with insurance providers?
Carriers that fail to satisfy their customers do more than risk their customer base—they also invite higher costs through higher volume of customer complaints, more complex customer problems, and damage to the company’s brand or reputation. What’s one company’s challenge is another’s opportunity: insurers that deliver tailored, exceptional customer service can achieve a competitive advantage.
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• Find out more about The Digital Insurer: Delivering Exceptional Customer Experiences (pdf).