Nine in ten insurers believe their future growth depends on providing a special customer experience, but most do not now provide differentiated products and levels of service, according to a new survey.
Accenture, New York (NYSE: CAN), published this finding in a summary of results from a survey of 119 insurers in 24 countries, the companies divided equally between life and property and casualty carriers. The survey was designed by Accenture and conducted by Kadence Ltd., from February 2011 through May 2011.
The survey reveals that more than three-fourths of respondents (79%) rated themselves as “average” or “among the weakest in the industry” in their ability to provide their customers with multi-channel access to their services, including through mobile devices.
More than two-thirds (70%) rated themselves as “average” or “weak” in their ability to tailor products and services to customers’ needs. And almost two-thirds (64%) gave themselves similar ratings in their ability to provide innovative products and services.