Why it’s crucial for retailers to understand in-store behavior
91% of retail activity still takes place inside stores, yet much of the attention on customer experience innovation has been focused on how to...
Webhelp recently carried out some research on Customer Experience within the UK Car Insurance Industry. 1000 customers were surveyed and we’ve shared the results of this research here in multiple formats.
The research made for interesting reading, with most of the insurers we surveyed appearing to be focused on voice contact and very few embracing a digital approach to customer engagement.
Customers contact channel preferences raised a few eyebrows as well, with most we spoke to indicating that they preferred to call.
This was all the more surprising given a previous body of research carried out by eDigital, who found that only 45 per cent of all consumers are now happy to use the phone to call; Dimension Data have also predicted that digital will overtake voice for all customer interactions within two years.
And now we have our handy new info-graphic which explores our findings in a bit more detail.