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"MOMENTS OF TRUTH"

CUSTOMER SATISFACTION AND RETENTION IN THE AUTO INSURANCE CLAIMS AND REPAIR JOURNEY

CCC commissioned a study of 2,400 consumers who had filed a first party claim and completed the repair process to uncover quantifiable data on the moments that impact customer satisfaction for insurers and repairers, and for carriers, retention.

The study found that many of the moments that influence satisfaction and retention challenge conventional beliefs.

Key Findings: 

• There are 12 insurer and 9 repairer moments of truth that can "make or break" satisfaction scores.
• There are 3 key moments of truth that can significantly increase a customer's likelihood to switch carriers.
• Carriers and repairers are intertwined in consumers' minds, with implications for both providers.

Get the data on which moments do and don't have an impact to help guide your focus on what truly matters.
If you care about improving customer satisfaction and retention, this is a must-read report.

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