Insurers Get Low Score on Customer Communications

A recent study of 6,000 consumers revealed widespread dissatisfaction with the relevance of the communication they receive from insurance service providers among other industries. The study, which was commissioned by Thunderhead, a provider of customer experience technologies, and carried out by YouGov, targeted consumer attitude as applied to insurance, retail, banking, gas, cable, mobile telecoms and landline telecom providers. According to the survey, 66% of all respondents currently do not feel their communications needs are being met by their service providers, and 50% of respondents agreed that their service providers communicate without regard to the customer’s preferences.