Customer satisfaction is vital to the success of a business, translating in to customer loyalty and retention. For insurance brands, where customer touchpoints may be few, satisfaction is built on service received and also about the cover and price.
The BBC’s Rip Off Britain this week featured the story of a family whose suitcases disappeared from hotel reception on the last day of their holiday in Turkey. The cases and their contents, worth £3,000, were not covered in their travel insurance. Another week, another bad headline about insurance.