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The PIA Partnership’s Agency Touch Points Subject of Rough Notes Magazine Article

Research for “Touch Points – The Voice of the Customer”, a project of The PIA Partnership, is the subject of an article in the January issue of Rough Notes magazine
January 10, 2012

Research for “Touch Points – The Voice of the Customer”, a project of The PIA Partnership, is the subject of an article in the January issue of Rough Notes magazine. The research is groundbreaking because its findings counter what had been “conventional wisdom” about what insurance customers really value. It turns out that customers value what professional independent insurance agents offer.

“Touch Points – The Voice of the Customer” clearly shows that professional insurance agents have what insurance customers are looking for: expert advice and counseling, personalized attention and interaction, the ability to offer comprehensive protection to meet individual needs and excellent “relationship based” customer service.

Among the key findings of the PIA research:

  • After good value, customers want to do business with someone in whom they can have confidence, who will take care of them when it comes to their insurance concerns.
  • If the price of two policies is nearly the same, they would most likely choose one policy over the other based on better coverage.
  • 67% of customers would like to receive contact from their insurance company, agent or agency every six months or less to inquire if there are any changes in their life or circumstances which could create the need for change or adjustment in their insurance.
  • 63% of customers would like to receive contact from their insurance company, agent or agency every six months or less to conduct a general review of their insurance coverages.
  • 73% of customers want to hear from their current insurance provider more often than just at renewal.

Read the Touch Points article in its entirety: “Touch Points – The Voice of the Customer” (Rough Notes January 2012) (flip version)

Read the text version of the Touch Points article: “Touch Points – The Voice of the Customer” (Rough Notes January 2012) (text version)

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