Centro de Documentacion de Fundación MAPFRE - Consumers don't enjoy their insurers : consumers provide feefback on auto and health insurers

MAP20080031862

Consumers don't enjoy their insurers : consumers provide feefback on auto and health insurers / by Bruce D. Temkin with Olga Melnikova and Steven Geller. — Cambridge : Forrester Research, 2007

(For Customer experience professionals)

Sumario: Forrester asked consumers how much they enjoy doing business with their auto and health insurers. Health insurers have more customers who dont enjoy their interactions than auto insurers, but both types of institutions are plagued by customer experience problems. The data highlight that these insurers need less complicated offerings. When looking across generations of consumers, Gen Y reports the most problems with each type of firm. How can insurers increase satisfaction among younger consumers? By designing products that appeal to the unique characteristics of Gen Y users

1. Empresas de seguros . 2. Marketing . 3. Servicio al cliente . 4. Seguro de salud . 5. Seguro de automóviles . 6. Satisfacción del cliente . 7. Estudios de opinión . 8. Márketing de la empresa de seguros . I. Melnikova, Olga . II. Geller, Steven . III. Forrester . IV. For Customer experience professionals . V. Title.