What makes customers tick?

To understand customer behaviour better, Deloitte commissioned an online survey of more than 2,800 motor, buildings and contents insurance customers.

The report identifies five key customer behaviours, explores why these behaviours are seemingly ‘irrational’ and outlines why customers adopt them. It also explores the implications of these behaviours and what insurers should do to improve customer experience by addressing them. This report sets out the findings of the survey, and proposes practical steps on how to improve customer experience.

Below are the key findings of the report:

• Customers simplify general insurance

• Customer satisfaction depends on perceived effort

• Customers judge insurers on how they respond to mistakes

• Customers’ propensity to adopt digital media is a missed opportunity for insurers

• Customers care most about the emotional side of claims