Consumers are more likely to switch insurance brands due to poor customer experience than traditional factors such as price.
Adoreboard have revealed this insight in a new report on the 59 largest US insurance brands.
The report analysed 28,433 consumer online reviews, and was conducted by data scientists from Adoreboard, the leaders in Predictive Insights for Customer and Employee experience.
The data scientists found that insurance firms could be sleepwalking into a ‘switching frenzy’ by consumers who feel let down by poor customer experience.
The report breaks down how 59 leading insurance companies perform across key CX indices, including digital, brand perception, and renewal processes.
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