Insurance has failed again to rank in the top 10 sectors for customer service and experience
A 2% decrease in customers naming insurance as the best sector for customer service in this year's Customer Experience Report may appear a minor decline. However, consistently being bottom of the table should raise a red flag for the sector. Especially when you compare this to the banking industry, which in the last four years of the survey saw a 7% increase in customers naming it the best for customer service and experience.
Joe Heapy, director and co-founder of Engine, talks to Insurance Business UK about what insurers can learn from other sectors that might help to halt further decline.