Photo: MSR
Michael Kullmann
The management consultancy MSR Consulting surveyed 18,000 households on their satisfaction with their insurers. The most important results of the Kubus private customer study.
According to MSR, a key result of the study is the dynamic development of satisfaction in the area of service. After significant service problems were identified last year, a positive trend is now apparent. In addition to satisfaction with the service, satisfaction with the support person has also increased again.
You might also be interested in:
The different developments among insurance companies are striking. “While large companies continue to expand their leading positions, others are losing ground compared to the previous year,” the study says. Another interesting result is the increasing proportion of situational insurance contracts. Consumers are increasingly only considering insurance when there are significant changes in their lives.
Against this backdrop, according to Michael Kullmann, Managing Partner at MSR, insurers must realign their strategies in four dimensions: customer segmentation, customer journey, communication and context. “Effective customer segmentation can no longer be a purely academic marketing exercise, but must be integrated into the daily workflows of all departments,” he demands. Managing the customer journey requires a focus on case closures, especially in call centers. Communication must shift more to digital channels to meet consumer expectations. Ultimately, it is crucial to know the customers’ life events and act accordingly, rather than putting the product first.
