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John Blevins, Product Manager
August 06, 2020

Infographic: Measuring your Net Promoter Score to improve new business and retention

travel money_ how customers choose a provider

How likely your customers are to recommend you to their friends and family could make all the difference at the point of sale and renewal.


It is one of four modules in Consumer Intelligence’s Insurance Behaviour Tracker.


It measures brands Net Promoter Scores (NPS) by asking customers how satisfied they are with their current provider, their future intentions, and which companies they’re likely to get a quote from the next time they’re due to renew. We also ask customers how they feel about recommending their insurance company after they have renewed their policy or changed provider.


The data shows a strong correlation between a higher NPS score, retention and sales. Of course price pays a part, but customers who have enjoyed good service are more likely to find a reason to stay. Their friends and family members are more likely to consider you too.


Benchmarking your Net Promoter Score against competitors, and against your own performance over time will allow you to know your strengths and understand where to direct resources in areas that could be improved.



Our Insurance Behaviour Tracker (IBT) is the most comprehensive insurance focused consumer survey in the market. It provides insight and understanding of consumer behaviour throughout the renewal process, giving you a view of market trends, and brand performance.


Benefits of the NPS module:

  • Gain an understanding of how you score against your peer group.
  • Follow your progress by trending your (and your peer groups) score following changes you have introduced
  • Knowing your strengths allows you to grow and maintain these areas while understanding where you need to improve allows you to manage your resources and direct to the necessary areas.






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