Trends Report

Brief: CX Drives Revenue Growth In The US Auto Insurance Industry

The Relationship Between Superior Customer Experience And Revenue Growth

February 10th, 2016
Harley Manning, null
Harley Manning
With contributors:
Ellen Carney , Dylan Czarnecki , Kara Hartig


In the US, superior customer experience (CX) drives superior revenue growth when customers can switch their business and competitors offer differentiated CX. Does that relationship also hold true in the auto insurance industry? To find out, we compared the revenue growth of an automobile insurer with above-average customer experience scores to that of a direct competitor with relatively low CX scores. This brief details how we did it and provides fuel for a revenue-based business case that justifies strategic investments in customer experience improvements for CX professionals.

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