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To stand out in today's competitive P&C insurance markets, Verint, the automation and customer experience software company, says carriers must ask and answer the following questions:
- How healthy is our customer satisfaction?
- What's driving customer satisfaction?
- How can customer satisfaction be improved?
- What engagement channels offer the best opportunities for customer education and organizational insights?
- What matters most to our customer?
- How can we ensure customers have what they need to succeed?
- How can we continue to build trust and loyalty?
"As consumer behavior continues to evolve and expectations rise, it's important to have insight into how your customer engage with you — at every touchpoint during every step of the journey," Verint researchers write at the outset of the report titled "Verint Experience Index: Property & Casualty Insurance."
In late 2021, the firm surveyed 3,800 insurance customers to answer some of the questions outlined above. Responses were paired with Net Promoter Scores to rank top P&C insurance carriers based on customer experience.
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Elana Ashanti Jefferson
Elana Ashanti Jefferson serves as ALM's PropertyCasualty360 Group Chief Editor. She is a veteran journalist and communications professional. Reach her by sending an e-mail to [email protected].
