Our client wanted to improve their understanding of how competitors manage their customer’s home and motor insurance renewal processes considering factors such as when and how customers are contacted as well as attitudes towards the renewal process.
We developed a tailored online survey for home and motor insurance holders who had renewed their insurance in the last 3 months and who stayed with the same provider. The sample was recruited from our in-house panel, Viewsbank.
The insights obtained enabled our client to compare and contrast their own renewal journey with that of competitors. Ultimately this learning allowed them to take steps towards the improvement of their journey and the overall customer renewal experience.