Customer advocacy down and complaints are up
Despite an increase of 0.7 in customer satisfaction YoY, the insurance industry's NPS score has shown a significant drop, down 9.9.
The insurance industry is currently ripe for disruption with figures like this highlighting big issues with customer engagement. The question is what new startup or incumbent will successfully implement a strategy that is truly customer first and effectively tackle the level of dissatisfaction we see so commonly across the board.
It is becoming harder for insurance organisations to earn customer advocacy