Canada Home Insurance Satisfaction Study

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The Canada Home Insurance Satisfacton Study explores customer satisfaction with their homeowners’ insurance and examines how each service event between a customer and their insurer impacts customers’ overall value perceptions of their insurer. The study also identifies critical service standards that drive higher customer satisfaction and the bottom line.

Study deliverables include:

A study subscription provides access to the insights and tools needed to gain a comprehensive, in-depth understanding of how your company is performing and to identify key areas needing improvement. Subscribers receive:

  • Customized executive presentation that provides datadriven, actionable recommendations for achieving strategic goals
  • Scorecard benchmarking company performance compared with the industry across key drivers of satisfaction, as well as loyalty and advocacy metrics
  • Data and analytical tools for performance insights and competitive peer comparisons
  • Access to VoX Platform—J.D. Power’s proprietary interactive reporting interface

NEW for 2019:

  • Interaction factor redesigned to include Assisted Interactions (Local Agent and/or Broker, Call Centre Representative, Assisted Online) and Unassisted Interactions (Website, IVR, Mobile App)
  • Policy Offerings factor now includes expanded section on product offerings and discounts received
  • Price factor includes customer expectations on price change and proactive communications
  • Claims factor includes expanded claim reason i.e., CAT type and new questions on the property restoration/repair providers
  • New customer shopping analysis will be included