Customer feedback in the global insurance industry
Across every sector, millennials are driving dramatic change to the customer feedback process, yet the insurance market has largely remained static in response.
With millennials accounting for a third of the world’s entire population, the changing digital behaviours of this large demographic represent an opportunity.
This whitepaper examines the key trends forcing global insurers to rethink their approach to feedback, including:
- why 70% of consumers say they are dissatisfied during the managing policies and claims stage of the insurance journey.
- which devices and channels are most conducive to capturing feedback during the customer journey.
- the hazards that lie ahead for the brands unwilling to meet the changing demands.