Customer touchpoints & choice of insurers: Current benchmark data for the insurance industry

Benchmark study for insurers: Mastering new challenges!

For the benchmark study for companies in the insurance industry, we asked 1000 consumers who currently have an insurance contract which customer touchpoints have the greatest impact along the entire customer journey. For example, our own customer portal, search results, comments on rating portals, personal advice, test reports, banner advertising and others were taken into account. The benchmark study offers valuable insights into CSAT and NPS data as well as the respondents' current insurance policies. The benchmark study also answers the question of which insurance provider consumers last took out insurance with and why. The current benchmark study for insurance companies offers you these and many other insights from the consumer's perspective. The download is free.

From the content of the benchmark study:

• New challenges in the insurance industry require new solutions
• learning
• Description of the study design
• Overview of all touchpoints divided into categories
• Current insurance policies
• Last selected provider
• Reasons for choosing insurers
• Recommendation (NPS) and satisfaction (CSAT)
• Top 10 touchpoints (overall) that are “perceived”.
• Top 10 activating touchpoints
• Top 10 touchpoints (overall) that are most used for information
• Method of taking out insurance
• Method of preferred contact
• Top 10 touchpoints according to their impact index

Recommend the benchmark study for insurers