Improving the customer renewal experience

The challenge

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.


The approach

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 impact

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.


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