Eptica study finds growing gap between consumer expectations and digital realityReading, UK, 7 June 2017, 91% of consumers say good digital customer service from insurers makes them more loyal – yet the UK’s leading insurance companies fail to accurately answer more than two thirds (68%) of routine questions asked through the web, email, Twitter and Facebook.
In 2016 the figure was 47%, showing a dramatic decline in performance over the last 12 months. No wonder…

Source: RealWire

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