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For Customer Experience Professionals

The UK Auto And Home Insurers Customer Experience Index, 2020

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

March 18, 2021


Why Read This Report

How well do leading UK auto and home insurers earn loyalty with the quality of their customer experience (CX)? We reveal the complete rankings of six auto and home insurance brands in the UK that were analyzed as part of the 2020 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

  • Forrester's Customer Experience Index Methodology And COVID-19
  • 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 Insurance
  • 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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