For Customer Experience Professionals

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	April 29, 2008 Customer Relationship Snapshot: Insurers How Relationships Differ Across Generations Of US Consumers by Bruce D. Temkin with Steven Geller	Average: 8  (1 rating)

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Executive Summary

Forrester asked nearly 5,000 US consumers about many aspects of their relationships with insurers. We examined their feedback on overall customer experience; their satisfaction with Web, branch, and phone interactions; and their plans to stay loyal to their current providers. To understand the dynamics of these relationships, we analyzed the data across five generations of consumers: Gen Y, Gen X, Younger Boomers, Older Boomers, and Seniors. For most of the areas we examined, Seniors gave insurers the highest marks and Gen Yers gave insurers the lowest marks. The gap is particularly significant when it comes to the likelihood of switching providers.

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