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For Customer Experience Professionals

The European Auto And Home Insurers Customer Experience Index, 2020

How European Auto And Home Insurers Earn Loyalty With The Quality Of Their Experience

November 17, 2020

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Why Read This Report

How well do leading European auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 29 auto and home insurance brands in the UK, France, Italy, and Spain that were analyzed as part of the European Customer Experience Index (CX Index™) after the initial peak of the COVID-19 pandemic. We also unveil trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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Table of Contents

  • CX Is An Untapped Opportunity For European Auto And Home Insurers
  • RSA And LV= Lead By A Slim Margin
  • The Three Dimensions Of CX Quality Differ By Channel
  • The Keys To Achieving CX Leadership For Auto And Home Insurers
  • Recommendations

  • Chart Your Course To CX Transformation
  • How Forrester Can Help

  • Understand The Drivers And Potential ROI Of Your Brand's CX
  • Supplemental Material
  • Related Research Documents

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