UK:
What Makes Customers Tick? - Understanding Customer Behaviour In Retail General Insurance
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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.
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