Today Consumer Intelligence announced the top 10 Home Insurers in the UK for customer satisfaction.  In alphabetical order the companies who will receive a 2017 award are:

Age UK
Direct Line
John Lewis
M&S Bank
NFU Mutual
Sainsbury’s Bank
Sheilas’ Wheels

* Listed alphabetically

Point of view

As a leader of our Partnership business I am very proud to see such a number of our Partners, established and new, featuring so highly on this prestigious list of trusted brands, recognising the excellent service they offer to customers. Our Partners trust us to deliver a Best In Class experience to their customers and it is a testament to our people that we are able to offer just that. This is a great example of ‘Intimacy’ and ‘Delivery’ in action and everyone who has been part of the delivery to date should take a moment to consider the positive impact they have. Fantastic result!

Author: Pete Emery

Job title: Director – Retail Brands

How does the survey work?

Every year Consumer Intelligence survey 24,000 householders about their insurance experiences.  Customers score their insurer on the question “How would you rate your overall satisfaction with your current provider?” on a scale of 1 to 10, with 10 rating as Completely Satisfied.  The Top 10 companies average a score of 8 out of 10 with the highest at 8.5.

Consumer Intelligence say this is a strong position to be in especially since shopping around at renewal has become the norm as consumers are more wary of renewal prices and accessibility to alternatives is made easier through the aggregators, with 76% of people saying they shop around.

For those who don’t shop around the survey showed this wasn’t always out of loyalty, but a quarter said that they stayed because they like the brand they are with. This is a coveted position for any brand – customers who are happy enough with them that they don’t even feel the need to look elsewhere.

Price has become the primary motivator for switching. Customers want to feel they have got a fair price – whether that’s for a new policy or a renewal.

It is no surprise to see so many of our Partners names on this list with recognition for the great service that they provide to their customers. And it’s a great feeling knowing that our people have played a major part in that result with the service that we provide to their customers, evidence by some of the world class customer voice NPS scores reaching +80 on some of our trusted brands. We should all feel very proud.

Author: Kirk Bradley

Job title: Customer Services Director