Discover KPI’s for the Insurance Sector / SPA Future Thinking

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SPA Future Thinking : 
We recently launched the Services Benchmarking Study, designed to help brand owners understand how their organisations rate across a variety of metrics; including overall customer satisfaction, NPS and Customer Effort. 
For the insurance industry, whilst customers are generally happy with their provider, they struggle to gain long term loyalty; and switching is more prevalent across this sector than any other service industry. As detailed in our study, 80% of customers have previously cancelled a contract to switch to an alternative insurance provider, with two thirds having cancelled a policy for financial reasons.

Download our infographic which provides an overview of findings across the insurance sector including:Infographic: The Benchmarking Index - Insurance
  • Breakdown of KPI metrics for insurance companies
  • Overview by category – health, home, pet, travel & vehicle insurance
  • Role of switching – just how common is it?
  • Role of ditching – how comparison sites drive policy cancellations
  • Frequency consumers are making contact with customer services
The Services Benchmarking Study has compared providers big and small, detailing in-depth information of how individual companies have performed against the competition.
Here at SPA Future Thinking we utilise Their Voice our bespoke Voice of the Customer programme to help leading blue chip organisations achieve greater customer engagement and improved business performance.

If you’d like to know more about our Services Benchmarking Study and find out how your business compares please contact Craig Strudley on +44 (0)1865 336 400.

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