1. The impact of interaction
analytics on reducing
churn within insurance
A slideshare by

2. A typical insurance brand
can expect to lose up to
half its customers over
a two year period
This whitepaper explores UK customer behaviour
in relation to Insurance and addresses the
industries high level of churn.

3. Examining UK consumers’ attitude
towards insurance providers
Nexidia polled 2000 UK insurance customers to
discover how often and why they switch provider

4. A quarter of consumers are
more likely to switch in the
next year
Will UK customers switch more often during the next 12 months?
Equally likely
Less Likely
More Likely
62.7%
26.6%
10.7%
total responses: 2048

5. With most consumers
switching due to price
87%
of insurance
customers
customers leave
because of price

6. Insurance providers are missing
the chance to reduce churn
Could these providers have persuaded you to change
your mind about leaving?
54.5%
34.9%
Half of customers who left
were open to being persuaded
about changing their minds
Insurance
Yes
No

7. Interaction data can be used to
prevent churn
Brands need to proactively manage
customer churn before it happens.
Interaction data can be used in various
ways to understand macro customer
trends and individual circumstances

8. Personalisation is the key to
keeping consumers happy
Are insurance and energy providers personalising their service enough?
Insurance - Yes
Insurance - No
Insurance To some degree
Men
21.2%
19.1%
Women
29.1%
19.9%
36.8%
41.3%

9. Download the whitepaper to find out:
•
•
•
The most common reasons why
consumers contact energy providers
The main reasons why consumers
switch energy providers
How many consumers will be
switching energy providers in the
next 12 months

10. Nexidia works with some of the world’s largest contact
centres to develop and deliver comprehensive video and audio
search platforms. Innovation is at the heart of the
systems that Nexidia develops, which are completely owned by
the company. Being able to capture multi-channel
interactions, analyse the data and then develop business
strategies to improve the performance of every aspect of
a contact centre is at the heart of everything Nexidia do.
For more information about Nexidia, visit www.nexidia.com