Self-service briefing: Satisfaction at stake
If you get self-service right, you will dramatically improve customer satisfaction. That was the claim of Aviva head of online experience Chris Abrathat who noted that when his business moved to this model, he was proud to have an average satisfaction score for online customers that was eight points above the insurer's average.
"However, every time it fails — and it was not that bad, say a couple of hours on a Monday, a couple of hours on a Wednesday — I ended up 15 points below the average by the end of that week as people
Only users who have a paid subscription or are part of a corporate subscription are able to print or copy content.
To access these options, along with all other subscription benefits, please contact info@postonline.co.uk or view our subscription options here: http://subscriptions.postonline.co.uk/subscribe
You are currently unable to print this content. Please contact info@postonline.co.uk to find out more.
You are currently unable to copy this content. Please contact info@postonline.co.uk to find out more.
Copyright Infopro Digital Limited. All rights reserved.
You may share this content using our article tools. Printing this content is for the sole use of the Authorised User (named subscriber), as outlined in our terms and conditions - https://www.infopro-insight.com/terms-conditions/insight-subscriptions/
If you would like to purchase additional rights please email info@postonline.co.uk
Copyright Infopro Digital Limited. All rights reserved.
You may share this content using our article tools. Copying this content is for the sole use of the Authorised User (named subscriber), as outlined in our terms and conditions - https://www.infopro-insight.com/terms-conditions/insight-subscriptions/
If you would like to purchase additional rights please email info@postonline.co.uk
More on Broker
How brokering in Ukraine is triumphing over adversity
Interview: Ukrainian insurance broker Alina Golubieva talks to David Worsfold about the current challenges of insuring businesses and homes in the country, plus how the market is preparing to align itself with European Union regulation.
Canary Riverside appeal leads to reduction in freeholder payout
An Upper Tribunal has reduced the sum repayable to leaseholders of the Canary Riverside complex in east London, ruling that just 65% of the total should not have been paid.
Jensten’s focus ‘remains the same’ following funding boost
After securing an additional £170m in funding dedicated to growth, Jensten chief financial officer Ed Hannan tells Insurance Post that it will continue to build a "compelling proposition" for vendors and potential investors.
Consumer Duty causes insurer service to start to improve
After market-wide issues such as staffing and hybrid working causing issues insurers service standards to plummet over the last couple of years, research has revealed providers are finally improving the way they help brokers.
Diary of an Insurer: Consilium’s Roxy Zeb
Roxy Zeb, partner in Consilium’s professional and executive risks team, talks about getting back into the Lloyd’s and the London market after 10 years in Australia, her desire to inspire and drive greater diversity, as well as her love of property renovation.
WTW’s Read on broker consolidation
View from the Top: John Read, managing director of WTW Networks, explains the role of broker networks in the consolidation cycle.
Roundtable: Scaling up new technology while avoiding the pitfalls
Many commercial insurers and brokers are keen to adopt more automation and AI to drive efficiency and improve customer outcomes. However, the complex and bespoke world of corporate insurance means they face greater challenges than in the personal lines/SME sectors.
Cila boss’s son gets approval for ‘challenger broker’
Chris Bissell, son of Chartered Institute of Loss Adjusters’ executive director John Bissell, has received Financial Conduct Authority approval for his broker firm Bissell & Partners.
Most read
- Esure offers customers six-months free cover for latest tech glitch
- RSA still unsure on combined NIG business brand
- Motor premiums fall for first time in over two years