Digital Adoption Improvement Program
The digital channel plays a critical role in the insurance customer relationship:
HAPPIER CUSTOMERS*
Overall customer satisfaction scores are considerably higher when customers use their insurer’s website or assisted digital contact methods as a first line of interaction
MORE CUSTOMERS*
Digital channels bring in more customers than agents and call centers - more than half of first-time buyers start their relationships with auto insurance providers through digital channels
LOWER COST TO SERVE
Increasing digital adoption means lowering the cost to serve customers as these customers move away from higher cost service channels
*Source: JD Power 2024 U.S. Insurance Digital Experience Study
Despite the importance of digital channels, not all brands are benefiting from high usage. If your digital adoption has slowed or stalled, it’s time to take a deeper dive into what’s driving limited engagements.
Digital Adoption Improvement Program
To help brands that are struggling to engage existing and prospective customers with digital channels, we’ve combined our 20+ years of digital experience measurement with best-in-class performance metrics from our 17 digital benchmarking studies across 6 industries to build a solution that gets to the heart of what is holding customers back from leveraging digital channels.
To help brands that are struggling to engage existing and prospective customers with digital channels, we’ve combined our 20+ years of digital experience measurement with best-in-class performance metrics from our 17 digital benchmarking studies across 6 industries to build a solution that gets to the heart of what is holding customers back from leveraging digital channels.
How Does It Work?
We start by benchmarking the current state of the digital experience for your customers
Next, we identify specific opportunities for improvement
We then develop a roadmap for success that includes alignment across the organization
Finally, we help you prioritize the actions that will have the most impact on the user experience
Rethinking the Approach to Digital Containment
Many brands are not achieving their self-service goals. Join Michael Vermillion and Breanne Armstrong from the JD Power Insurance Intelligence Practice for this on-demand webinar during which they explore how brands can improve adoption of and retention within digital channels for self-service.
Many brands are not achieving their self-service goals. Join Michael Vermillion and Breanne Armstrong from the JD Power Insurance Intelligence Practice for this on-demand webinar during which they explore how brands can improve adoption of and retention within digital channels for self-service.
Your digital channels are only successful if customers actually use them. Ensuring your digital channels are delivering on customer needs is an important part of both attracting shoppers and setting the stage for an extended relationship with new customers.
Let's Connect!
JD Power studies, products, and services are available for purchase. If you’re interested in becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a JD Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.
JD Power studies, products, and services are available for purchase. If you’re interested in becoming a client, please fill out the form, and we'll be in touch. Questions? Click here to find the answers to frequently asked questions.
If you’ve received a JD Power survey and have questions or comments, please contact us here.
For all other inquiries, you can contact us here.