Breaking Down the Barriers

Ian Winters

Executive Director, Research

FWD Research

Market Research in insurance:demonstrating customer understanding & satisfaction, satisfying the Regulator.
Putting customers first is an easy objective to aim for – it’s also a regulatory requirement. But businesses still struggle to understand and implement it.
Taken from the Breaking Down the Barriers event, these presentation slides look at how you measure the needs of the customer; how you can get more out of NPS (both internally and externally); and how you can develop your customer communications by testing and learning what works best to optimise the user experience.
Key research findings (derived through mystery shopping, communications testing and behavioural economics) show what channels and literature work best for customer engagement and understanding.
To view the slides, please use the Download button to see the PDF version.

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