Technology and the ways that insurers use it to communicate withtheir insureds is affecting how satisfied those customers are withtheir insurance companies.
A new study by Capgemini Financial Services finds a distinct drop incustomer satisfaction levels, especially with Generation Ypolicyholders, around the globe. Customer satisfaction rates inNorth America dropped 8.3%, the most significant point drop of themarkets studied. But even with the drop, it still maintains thehighest level of customer satisfaction at 39.7% compared to Europe,Latin America and other developed and developing countries.
The drop is largely attributed to a dissatisfaction with digitalchannels such as mobile applications and the use of social media.This is particularly important when it comes to Gen Ycustomers.
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