Motorists want more than cheap car insurance, survey finds
Research has discovered that when people are searching for a cheap car insurance quote, they can be easily put off by a poor call centre experience.
Consumer Intelligence interviewed consumers who telephoned the biggest car insurance providers. It found that up to 30% of potential customers were put off by their over the phone cheap car insurance quote experience and decided to go elsewhere.
Further study showed that having a call centre based abroad gave the worst consumer satisfaction rating because people had trouble understanding the operator. If a consumer has a particularly bad experience means that often they will permanently strike that cheap car insurance provider from their list of companies to check for quotes.
However, it is not all doom and gloom for car insurance providers who use call centres as their main point of contact. A good consumer experience can increase the amount of cheap car insurance policies sold by up to 20%.
The managing director of Consumer Intelligence, Ian Hughes, commented, "The research proves conclusively that while price is the leading indicator of people's propensity to buy insurance, good processes and a well trained agent can make all the difference."
Cheap car insurance provider Frizzel scored best in overall customer satisfaction and consumers rated it as being the most trustworthy out of all the motor insurance companies researched.