A new report by The Institute of Customer Service has revealed that insurance is the only sector in the UK whose score has not improved since July 2016.
According to the UK Customer Satisfaction Index, customer satisfaction went down 0.5 point compared to 2016.
The report also noted that while the Insurance sector’s customer satisfaction score was above the national average, it has become more difficult for insurers to earn customer advocacy.
“The findings from this report paint a clear picture for insurance: to begin to build on customer satisfaction in an uncertain economic climate, place the customer at the centre of business strategy – or risk losing out to those who do,” commented Jo Causon, CEO of The Institute of Customer Service.
“Although effective complaint management does contribute positively to satisfaction, preventing problems at the source is a far more effective guarantee of loyalty and recommendation.”