Study Reveals Insurance Customer Experience Levels
USA - Insurance Industry phone service good but web needs improvement
Overall service performance for the sector was a score of 1.8 out of 4.0 which is considered "below average".
The industry ranked higher for phone customer service but scored "below average" or "poor" in many areas of customer support on the web and via email, with a decline in cross-agent service performance in the past year.
Noticeably, the cross-agent customer experience scores fell from an "above average" score of 2.2 in 2009 to a "below average" score of 1.2 in 2010. Key areas for concern were contact center agents answers, the query handling process, business policy, and offers.
It was also found that the insurance industry has not yet adopted eService best practices. 84% of the companies taking part in the study did not automatically acknowledge email queries. An amazing 28% of the companies did not even respond to email queries.
2009-2010 Performance Comparison
Overall performance of the sector was unchanged with a "below
average" score of 1.8.
Web self-service improved from 1.3 ("below average") to 1.7
(still "below average," but improved)
Choice quotient improved from 1.7 ("below average") to a
near-average score of 1.9
Email customer service dropped slightly from 2.2 ("above
average") to 2.1 ("above average")
Cross-agent experience fell from an "above average" score of 2.2
in 2009 to a "below average" score of 1.2 in 2010.
About the Study
The 2010 State of Customer Service Study conducted by eGain
evaluated multiple aspects of web self-service and contact
center customer service of 175 leading enterprises in the U.S.
and Canada. These companies were from a cross section of
industries including; financial services, retail, insurance,
healthcare, communications, pharmaceuticals and consumer goods.
Info:
http://www.egain.com.
