Trends Report

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 18th, 2021
With contributors:
Martin Gill , Michelle Yaiser , Melissa Chaudet , Shayna Neuburg

Summary

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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