Around 7,000 customers gave their opinions about their insurance provider’s customer service to an independent research company Satmetrix.
The proviso was the customers had to have purchased a product or service from an insurance company within 12 months of the survey, so their opinions were up to date.
Saga remained in first place for the second year ahead of AA, Admiral, Aviva, Axa, Churchill, Direct Line, Swinton, Swiftcover, Tesco and Zurich.
Swiftcover, an Axa car insurance brand was new to the rankings – and came an impressive second not far behind Saga, but parent brand Axa came in ninth. Last was Swinton.
Churchill was top dog among home insurance providers. Churchill’s winning score beat Aviva, Axa, Direct Line, More Than, and Zurich.
“In a world where people are encouraged to switch suppliers and personal recommendations have become the most trusted source of information, focusing on delivering a customer experience that drives positive conversations is now business critical,” says Robert Salvoni of Satmetrix.
Insurance firms cannot opt for inclusion or exclusion from the ratings – the rankings depend on the responses from consumers and are not based on working with companies to analyse their marketing and customer service performances.
“It is high time the boardroom realised that a company’s ability to deliver a superior customer experience relative to its industry peers is a crucial indicator of customer retention and new customer acquisition through positive word of mouth,” said Salvoni.
Another car insurance market survey by Which Money also rates Saga as a recommended provider, but Swiftcover fails to hit the top scores, along with any of the other beaten contenders in the Satmetrix table.
Zurich fails to rank out of 25 providers with Which Money.