Source: Capgemini / Efma [download page]
Notes: Despite a general rise in insurance customer experience indices around the world in 2015, insurers are failing to meet the expectations of their younger customers, per a Capgemini report. Indeed, Gen Y (18-34) customers were far less likely than those 35 and older to report a positive experience with their insurer (33.9% vs. 55.4%), and the age gap in positive experience was evident across traditional and digital channels.
About the Data: The results are based on a 2015 survey of more than 15,800 personal lines insurance customers in 30 countries.
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