Global Reviews have issued the finding of the Home Insurance Benchmark Q2-2010 which found that whilst Liverpool Victoria continue to lead the way, many of the other providers have improved the quality of customer experience offered on their websites and the gap is closing fast. For example, there is now only a 4% difference between the scores for Liverpool Victoria and Direct Line meaning that customers are receiving a very similar customer experience on these websites.
However the industry average is still only 53%, which is below the 55% customer experience target percentage and low compared to many other industries.
Harvind Bhatti, Global Reviews General Manager, said, “Global Reviews has been benchmarking the online customer experience for Home Insurer’s for the last 10 years. More detailed analysis across the benchmark highlights that most brands are stumbling at the same points within the conversion funnel which highlights the need to look for best practice evidence outside the industry in order to fix key experience obstacles”
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