Junction Achieves Record Customer Satisfaction Levels
United Kingdom - Insurance providers must focus on more than price
Junction, the UK's fastest growing insurance affinity
provider, today confirmed that it has reached an all-time high
for customer satisfaction across its partner brands.
Part of the BGL Group, Junction enables a wide range of high
street names and banking brands to offer motor and home
insurance products to their customers.
In a recent survey of 2,500 customers across these brands, the
number of customers saying that they were 'extremely satisfied'
or 'very satisfied' reached a total of 73 per cent.
The research was conducted by an external agency, which
advised that the average insurance industry score is around 67
per cent.
Matthew Gledhill, Commercial, E-Commerce and Marketing Director
for Junction said:
"In today's highly competitive marketplace, the focus should no
longer be just on customer acquisition. Junction has a duty to
its partner brands to ensure that their customers get the best
possible experience when buying, amending, renewing and claiming
on their insurance cover. We measured satisfaction across all
customers, all brands and all purchasing channels - telephone,
online and via aggregators. We're pleased with the results, but
have set even higher targets for the future.
"Motor and home insurance are sometimes described as 'grudge'
purchases - we know that customers don't see them as enjoyable
products to buy. However, a fast, easy process and providing the
right information at the right time can inspire customers both
to make recommendations to others and remain more faithful to
their provider. There is a strong perception in the industry
that price is the only consideration, but any provider focusing
on price to the detriment of service and overall customer
experience will slowly see their market share decline." Info:
www.bglgroup.co.uk.
