Research Objective

• An automotive insurance company wished to increase growth and retention among various customer segments. To do this, they needed to understand and size unmet needs and barriers to sign-up and renewal.
• They also wished to understand which products and features required re-evaluation or discontinuation.

Scope & Methodology

A survey was designed to identify:

• Problems with automotive monitoring and privacy apps and technologies currently being used as well as any associated solutions
• Current behaviors related to customer satisfaction, and reviewing and changing insurance providers
• Potential impacts of resolving barriers

Among other metrics, the survey identified the types of information people are currently sharing via their usage-based-insurance (UBI) program, as well as various reasons they have for switching providers. The data showed that people shared a wide range of data but they were still seeking a greater degree of trust and better customer service experiences.

Value Delivered

• The client was able to understand renewal barriers among their customers and make necessary adjustments in their existing automotive insurance offerings.
• The client was also able to identify and understand unique needs of various user segments to permit more targeted marketing and needs based offerings.

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