THE WEB SOCIAL MEDIA
2011 2012
10+1030+501 1
3
5
TWIT
TER
TWIT
TER
FACE
BO
OK
FACE
BO
OK
The number of insurance companies embracing social media
ONLINE INSURANCE CUSTOMER SERVICE STUDY 2012Analysis of 10 leading insurers, across the motor, life, travel, pet and household sectors.
How simple is it to get answers to routine customer questions via the web and email?
How has this changed since 2011?
To download the full report visit http://www.eptica.com/Multichannel-Study-2012.html
DISTINCTLY AVERAGE THE STATE OF UK CUSTOMER SERVICE
Email black hole uncovered
It was impossible to contact 20% of insurance companies via email.
2011 70%
2012 80%
The fastest, accurate reply took1 hour, 18 minutes
The slowest, accurate reply took 49 hours, 38 minutes
In total the UK insurer websites surveyed could only answer an average of 4.8 questions out of ten, worse than 2011’s 5 questions out of ten.
10+40+50+50
5 STATIC FAQ
5 KEY WORD SEARCH
4 WEB SELF SERVICE
1 CHAT
2011 50%
2012 48%
ONLINE QUESTIONS ANSWERED
WEBSITE HELP FACILITIES
y
y
80+50+60+30 COMPANIES ALLOWEDYOU TO EMAIL
PROVIDED AN ACKNOWLEDGEMENT
RESPONDED WITH AN ANSWER
ANSWERED ACCURATELY
8
5
6
3
NUMBER OF WEBSITES
