In the past two months, we’ve revealed the insurance brands that over 40,000 consumers feel best meet their needs across two key areas – customer service and claims – and what this means in terms of satisfaction, trust and recommendation. The brands that are rated most highly received a Consumer Intelligence Award.
Across the five categories and two product classes (home and motor) a total of 28 brands won an award. 23 brands nabbed at least two, and seven – Co-op, Direct Line, LV, M&S Bank, NFU Mutual, Nationwide and Saga – scooped at least six.
We note that four of the top seven brands are Mutuals, one a reputable high-end high street retailer, and only one a pure-play insurance brand. With the possible exception of NFU, this group of companies are also household names — a sure testament to the power of brand. Indeed, 41% of consumers we recently polled agreed that brand was a significant consideration for them.
New kids on the block
Which brand topped the list overall?
Ultimately, winning an award is down to dedication, consistency and having a plan – whether you’re an insurer, broker or affinity partner – to deliver customer service at all levels of the organisation. Those that achieve this will win not only the recognition, but likely the recommendation of their customers.
A guide to making the most of your award
It can be hard to convey to consumers that your brand is about much more than just price. Our awards can help you reinforce messages about what it’s like to be a customer of your brand.
Find out how to highlight your achievements and grab the attention of your customers.
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