Moments of Truth Study on Policyholder Satisfaction and Retention

Meeting and exceeding today’s customer expectations are top priorities for auto insurers, but what if a policyholder’s satisfaction was dependent on the vehicle repair experience? A new study from CCC Intelligent Solutions based on a survey of 2,400 consumers found the key drivers of customer satisfaction and retention in the auto insurance industry aren’t what you might think. Join Mare Yu, CCC’s vice president of marketing, as she shares which critical touchpoints – or moments of truth – throughout the claims journey have the biggest impacts on the policyholder experience and how insurers can leverage this knowledge to improve customer satisfaction scores and retention.