Ideas & musings about consumer behaviour

Are UK home insurance providers meeting the needs of their customers online?

Author: Marie Sheehan

Announcing the launch of the UK Home Insurance Digital Sales Effectiveness (DSE) programme August 2014

Organisations included in the study: Admiral, Allianz, Aviva, AXA, Churchill, Direct Line, Esure, Legal & General, LV= and MORE TH>N

In August we will run the first UK home insurance digital sales effectiveness – one of the most advanced studies ever conducted focussing on how well home insurers’ websites are meeting the needs of their customers.

The findings, which will be available in September, will help home insurance providers to measure, track and optimise sales on their online sites.

Our programmes and actionable insights are designed to remove subjectivity which in turn enables our clients to make decision making and sales planning with absolute confidence.

Actionable insights based on evidence from actual customers

The power of this DSE programme is that it is a study of ‘In market’ consumers that have intent to buy (consumers who are looking for a new home insurance provider at that time), conducted in their natural buying environment with a totally unique insight into how easy it is to buy from them online.

The evidence we provide from our review of a company’s site will identify the difficulties that 95% of prospective customers will face.

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Our results can’t lie. Our methodology is highly robust as it combines four separate elements comprising customer behaviour, customer audit and customer attitude, which we overlay with our best practice audit to give a complete 360 degree view

Find out which UK home insurance providers are strongest and weakest at:

  • Building trust with (potential) customers online
  • Giving (potential) customers the information they need to make their decision to purchase
  • Convincing (potential) customers to take out home insurance online with them
  • … and that’s just the start …

Global Reviews is better than anyone else at helping companies to optimise digital sales effectiveness at a tactical and ecommerce level. The actionable insights and competitor intelligence from this study will have a direct, measurable and positive impact on insurer’s online sales conversions and customer loyalty

Imagine if home insurance providers knew:

  • Why they are losing customers online (and to whom)
  • Why their website traffic is increasing, but sales don’t
  • Why competitors are winning their customers online

These are just some of the actionable insights we deliver

Five things our Digital Sales Effectiveness programme can tell you:

  1. How to optimise your digital customer journey and increase sales
    The data and insights from our industry programmes have a direct, measurable and positive impact on online sales conversions and customer loyalty
  2. Your digital sales effectiveness score
    We measure and score the sales effectiveness of your mobile site based on “in market consumers’ ” evidence, behavioural studies and audits overlaid with our industry best practice audit. A four dimensional approach which yield results that cannot lie
  3. What to do with the data
    Best practice recommendations from our experienced Client Advisory team are evidence based (rather than opinion) and a direct result of running the largest syndicated programme of studies internationally
  4. The problems almost all customers encounter on your website
    We identify the difficulties 95% of prospective customers experience on your (and your competitors’) websites
  5. How you compare to your competitors
    We give you the granular degree of insight that shows you and your competitors at each stage of the online customer journey

To arrange a call back or meeting to discuss this study which is scheduled to run in August in more detail, and find out more about the full scope of the research as well as the actionable insights Global Reviews deliver please contact us.

To register your interest for our free webinar on this study or to receive our free white paper, please contact us.

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