Why consumer satisfaction matters

"Customer satisfaction will remain the cornerstone of success in the insurance industry alongside economic and regulatory pressures in 2015. Published late last year, the EY Global Consumer Insurance Survey, with 24,000 respondents across 30 countries, signals three clear routes for brokers and insurers to improve the customer experience in 2015."

"Whilst cost is an inevitable guiding factor in purchasing decisions, the research shows that customer retention and satisfaction is