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1、Consumers to insurers:more risk-prevention services,please,and more convenient digital channels.Customer Behavior and Loyalty in Insurance:Global Edition 2023Net Promoter,NPS,NPS Prism,and the NPS-related emoticons are registered trademarks and Net Promoter Scoresm,NPSxsm,and Net Promoter Systemsm a
2、re service marks of Bain&Company,Inc.,NICE Systems,Inc.,and Fred Reichheld.Consumer Elements of Value is a registered trademark of Bain&Company,Inc.Copyright 2023 Bain&Company,Inc.All rights reserved.Authors and acknowledgmentsHenrik NaujoksAndrew SchwedelTanja BrettelThe authors wish to thank these
3、 colleagues for their support in preparing this report:Geetika Jawa,Diksha Shrivastava,Suman Ghosh,Tatsat Chopra,and Sai Lakshmi Suresh.They also thank Bain Partners Sean O Neill,Camille Goossens,Harshveer Singh,Mareike Steingroever,and Eric Almquist;NPS Prism colleagues Jason Barro and Alison Leibo
4、vitz for their valuable suggestions;and John Campbell for his editorial support.DynataDynata is one of the worlds leading providers of first-party data contributed by consumers and business professionals.Dynata has the ability to survey more than 70 million people globally and an extensive library o
5、f individual profile attributes collected through surveys.The company serves nearly 6,000 market research agencies,media and advertising agencies,consulting firms,investment firms and healthcare and corporate customers in North America,South America,Europe,and Asia-Pacific.For more information,go to
6、 .1Customer Behavior and Loyalty in Insurance:Global Edition 2022Executive summary Consumers value purpose,not just coverage for lossesThe traditional premise of insuranceproviding capital to cover risk and reimburse claimsdoesnt fully satisfy anymore.Customers increasingly are looking for help from
7、 insurers to reduce and even prevent the risks that pervade their lives.For consumers,these risks largely involve their home,car,health,and financial well-being.Consumer interest has risen in part because of intense turbulence and uncertainty in recent years.Extreme weather events,disease and the Co
8、vid-19 pandemic,aging populations,and technological disruptions are combining to radically change the risk landscape,both through more risks and different types of risk.The changes thrust insurance companies into an identity crisis that calls on them to redefine their role.They have the chance,perha
9、ps even the duty,to take a firmer hand in moving beyond reimbursement for damage to encouraging behaviors and providing solutions in ways that will reduce risks.We foresee a collective shift in the industrys central purpose from loss reimbursement to risk solutions over the next decade,consistent wi
10、th past efforts such as advocating for seat belts in cars and safety standards in house construction.Indeed,consumer attitudes and behaviors have become increasingly purpose-driven in ways that extend beyond preventing risk.In Bain&Companys new survey,powered by Dynata,of 28,765 consumers in 14 coun
11、tries,some 80%of respondents want insurers to embed environmental,social,and corporate governance(ESG)initiatives into their proposition.And 59%globally want life insurers to reward them for healthy living.From risk protection to preventionOur survey confirms that consumers see a greater role for in
12、surers than merely delivering on the basics of coverage.That expanded role starts with the broad dimension of risk reduction.New technologies,such as the Internet of Things or machine learning,along with massive data sets on auto driving behavior and other relevant trends,enable insurers to directly
13、 partner with customers to identify,prevent,and mitigate each risk event.Some insurers already offer promising risk-reduction services.For instance,one European health insurer launched such services for three customer segments.It offers connected health apps for coaching and other purposes,and has e
14、nlisted partners ranging from doctors to nutritionists.User sign-up has been brisk and largely free of churn.2Customer Behavior and Loyalty in Insurance:Global Edition 2022In automotive coverage,one insurer has long experience with telematics,targeting customers in regions with high levels of theft
15、and high premiums.Some 40%of policyholders have converted to the service,partly because of a simple online sign-up process aided by the salesforce.The insurer plans to expand services through a partnership with an automaker,and by signing up repair garages,gasoline stations,and used car dealers.Its
16、aims to eventually create a one-stop platform for theft recovery,toll and tax payment,immediate vehicle assistance,and more.And in Southeast Asia,a life insurer recently launched services for young families such as online health and parenting forums,trackers for family events and vaccines,and relate
17、d expert content.The company relies on partnerships in prevention,diagnostic services,and food scoring.More than 300,000 customers signed up the first year,which led to one-fifth of active users then meeting with an insurance broker.To what purpose?Beyond the risk arena,consumers also want insurers
18、to excel on dimensions other than the functional basics of what we call Elements of Value,including ethics,providing access,and reducing anxiety.We asked consumers to rate the Elements of Values 33 attributes,which can lift products and services above commodity status,on a scale of zero to 10.Consum
19、er loyalty and advocacy increases in every country surveyed when insurers deliver a strong performance on higher-order elements.However,few insurers currently excel at using these elements in their proposition,our survey and other analysis shows(see Figure 1).A traditionalist perspective persists in
20、 the industry,one that views insurers largely as capital providers and claims payers,not solution providers.The business case for a broader role can be tough to embrace,with a multiyear payback period and new skills required.The role entails figuring out how to promote personal advice and service ra
21、ther than product,managing an ecosystem of partners,using data to target the right set of interventions,and adopting new economic models.Even firms that have started down this road often struggle to get it right,so market penetration for such solutions remains low.Some insurers hand out excessive re
22、wards to acquire customers,which attracts opportunistic consumers who churn when the rewards end,and which cuts into profitability.Others start hard-selling prematurely to new customers,an approach that can come off as intimidating.A services business depends on refining and learning to adapt to cus
23、tomer needs,which involves organizational capabilities beyond creating a new coverage product.It also requires decisions on whether to separate or integrate the service business,and how to price services.Done right,though,broader services and solutions can yield several benefits.They lead to more en
24、gagement with customers in an industry that traditionally has few customer interactions.They expand the market to new demographic or geographic segments.And they can improve a firms economics over time.3Customer Behavior and Loyalty in Insurance:Global Edition 2022Figure 1:As seen in Switzerland,mos
25、t insurers are not performing well on the Elements of Value that matter a lot to customersNotes:Elements delivered are those that more than 50%of customers rated at 8 or above on a scale of zero to 10;elements near delivery are those that 40%to 50%of customers rated at 8 or above;Elements of Value i
26、s a registered trademark of Bain&Company,Inc.Source:Bain Customer Insurance Trends Survey,powered by Dynata,2022(n=1,921)Property and casualty insurance,Switzerland,2022FunctionalelementsSocial-impact elementsLife-changing elementsEmotionalelementsElements deliveredElements near deliveryTop 10 influ
27、ences on Net Promoter ScoreSM Self-transcendenceSelf-actualizationMotivationAffiliation and belongingNostalgiaDesign/aestheticsRewardsmeWellnessTherapeuticvalueAttractivenessFun/entertainmentInvests inwell-beingCares forthe earth ProvideshopeReducesanxietyBadgevalueProvidesaccessEthicsHeirloomMakes
28、moneyOrganizesReducesriskInformsQualityVarietyAvoidshasslesReducescostIntegratesConnectsSensoryappealReduces effortSavestimeSimplifiesNotes:Elements delivered are those that more than 50%of customers rated at 8 or above on a scale of zero to 10;elements near delivery are those that 40%to 50%of custo
29、mers rated at 8 or above;Elements of Value is a registered trademark of Bain&Company,Inc.Source:Bain Customer Insurance Trends Survey,powered by Dynata,2022(n=1,921)Life insurance,Switzerland,2022FunctionalelementsSocial-impact elementsLife-changing elementsEmotionalelementsElements deliveredElement
30、s near deliveryTop 10 influences on Net Promoter ScoreSM Self-transcendenceSelf-actualizationMotivationAffiliation and belongingNostalgiaDesign/aestheticsRewardsmeWellnessTherapeuticvalueAttractivenessFun/entertainmentInvests inwell-beingCares forthe earth ProvideshopeReducesanxietyBadgevalueProvide
31、saccessEthicsHeirloomMakes moneyOrganizesReducesriskInformsQualityVarietyAvoidshasslesReducescostIntegratesConnectsSensoryappealReduces effortSavestimeSimplifies4Customer Behavior and Loyalty in Insurance:Global Edition 2022The same old challenge:convenient digital toolsMany of these new services hi
32、nge on digital technologies and channels,which brings us to a parallel challenge for the industry:improving digital interactions.Its not a new challenge,of course,but one that has proven stubbornly difficult as consumer expectations constantly evolve.Over the past decade,consumers have embraced digi
33、tal search and shopping for their insurance products.They want to handle simple transactions such as an address or status change,or a request for contract information,digitally,because of the anytime and anyplace convenience.This preference naturally intensified during the Covid-19 pandemic and lock
34、downs.Yet many in the industry havent made their digital tools and channels,especially self-service channels,simple enough for consumers to adopt with confidence and stick with them.Take the filing of a simple claim.Insurers still ask too many time-consuming questions,with many answers already resid
35、ing somewhere in the companys files,so consumers give up midway through and revert to calling or emailing their agent.And a large share of consumers find digital claims tools difficult or slow to use.Improving digital self-service thus has become a pressing issue.Communicating with a human will rema
36、in important,but not for simple transactions best handled digitally.Consumers want to speak with an agent for more complex or sensitive issues,Bain NPS Prism survey data shows.Beyond self-service interactions,insurers will need advanced digital capabilities to deliver risk-prevention services that r
37、esonate with consumers.For example,integrating wearables and sensors,or developing engaging experiences,require sophisticated digital tools.Constant experimentation with blending digital tools and employee interactions should help determine which propositions and channels work best with specific cus
38、tomer segments.New roles for agentsAs digital channels improve,the role of the insurance agent will change as well.To keep up with evolving customer behavior,more and more insurers have started to link their channels closely.And leading firms are starting to shift their distribution approach from“pu
39、sh”that focuses on acquisition to“pull”that uses advanced analytics and other digital tools to address customers needs and priorities at the right moments of truth.The emerging lead-fed agency model can substantially raise agent productivity and make the job more attractive for young people.One insu
40、rer,for instance,identified claims events with high customer satisfaction,and routed those leads automatically to its tied agency,which could approach the customer for cross-selling.This led to double-digit conversion rates in two separate pilots.Effective ways of working will change dramatically,wi
41、th agents spending less time on low-value tasks,and more time on building relationships that have been primed by an insurers data-informed analysis.5Customer Behavior and Loyalty in Insurance:Global Edition 2022In turn,the role of the contact center will move away from working by rote scripts on tra
42、nsactional requests to a broader role that relies more on advanced analytics.Contact center agents will engage with consumers at points conducive to cross-selling or upselling,or to an additional service.Ideally,the contact center will increasingly focus on solving complicated problems,not handling
43、simple transactions after consumers have tried and failed to work them digitally.Here again,though,this evolution will hinge on insurers developing advanced digital capabilities that human agents find easy to use and valuable for addressing customers needs.Consumers show the wayTo catch up with cons
44、umers priorities and preferences,leading insurers are focusing on a few areas:Embedding purpose into a brand promise thats distinctive in customers eyes,then delivering on the promise.For instance,Mapfre promises:“We are by your side every step of the way,accompanying you to move forward with peace
45、of mind,contributing to the development of a more sustainable and supportive society.”United Healthcare pledges:“Helping people live healthier lives and making the health system work better for everyone.”But branding and marketing,while crucial,are just the first step for a purpose-driven company.In
46、surers must also deliver on their promise with a proposition that truly addresses the elements that customers value most,including economic value.Theyll need to make risk prevention and mitigation a core feature of the proposition.Improving the digital experience.For self-service channels to thrive
47、and delight customers,they must be simple and convenient,and allow the user to complete every stage of the task.Any glitch along the way will cause frustration and probably increase the volume of calls to contact centers.Using advanced analytics for personalization,through integrated human and digit
48、al channels.Insurers have access to rich customer data at many touchpoints,which can help them personalize products and generate higher-quality leads for agents.The right data signals reveal events where a customer can be approached by an agent based on a perceived need.Doing this well requires conn
49、ected IT systems and a well-maintained data lake to enable real-time data mining across various points of contact with customers.The shift from loss coverage to risk prevention,from functional product excellence to serving customers on more emotional and social needs,and from pushing out offerings w
50、ith a pitch to pulling in customers by addressing their priorities at the right moments,wont be quick or easy.In-depth surveys such as our recent global analysis can help keep this journey on track,if insurers commit to listening closely to consumers in the vanguard.6Customer Behavior and Loyalty in
51、 Insurance:Global Edition 2022Customers increasingly are looking for help from insurers to reduce and even prevent the risks that pervade their lives.7 7The next frontier:risk mitigation and prevention Insurance customers want to reduce risks in their lives and are willing to use risk-prevention ser
52、vices from insurers.This preference is most pronounced among millennials,affluent customers,urban customers,and families with children.In auto insurance,the top services consumers seek are rewards for safe driving,alerts of theft or damage to a parked car,and inspection services prior to buying a ca
53、r.In home insurance,respondents cited automatic device shutoff,inspection services prior to buying a house,and alerts for threats.In life and health insurance,they would most value rewards for healthy living,checkups or remote diagnostics,and support to find and schedule a provider.Infrastructure fo
54、r risk-prevention services has improved in recent years,as customers own more connected devices and are open to sharing data with insurers.Unfortunately,insurers arent yet seizing the opportunity to redefine the role they play for customers,as very few consumers globally use risk-prevention services
55、 or share connected-device data with their insurers.Most insurers havent even positioned themselves to seize the opportunity.8Customer Behavior and Loyalty in Insurance:Global Edition 2022Figure 2:Consumers are open to using risk-prevention services from insurersFigure 3:Risk prevention is particula
56、rly relevant for certain customer segments,such as these groups in life insuranceSource:Bain Insurance Consumer Insights Survey,powered by Dynata,2022(n=28,765)Share of customers interested in using risk-prevention services from insurers,202220406080UKSwitzerlandSpainNetherlandsJapanItalyGermanyFran
57、ceSingaporeHong KongAustraliaUSCanadaBrazil0100%AutoHomeLifeSource:Bain Insurance Consumer Insights Survey,powered by Dynata,2022(n=28,765)Percentage share of of life insurance customers,2022MillennialsInterestWillingnessto switchWillingnessto pay moreMillennialsNonmillennials78%4241Families with ch
58、ildrenInterestWillingnessto switchWillingnessto pay moreFamilies with childrenFamilies without children723631Urban residentsInterestWillingnessto switchWillingnessto pay moreUrbanRural713431AffluentInterestWillingnessto switchWillingnessto pay moreAffluentMass7334329Customer Behavior and Loyalty in
59、Insurance:Global Edition 2022Figure 4:Customers have clear preferences for risk-prevention servicesFigure 5:The infrastructure for risk-prevention services has improved as more customers own connected devicesSource:Bain Insurance Consumer Insights Survey,powered by Dynata,2022,(n=28,765)Top five ser
60、vices desired by consumersAutoHomeLife and HealthAutomatic device shutoff1Rewards for healthy living1Rewards for safe driving1Inspection services before buying a homeHealth checkups or remote diagnosticAlerts of theft or damage to parked car222Alerts of threats to homeSupport to find doctor/clinic a
61、nd scheduling of appointmentsInspection services before buying a car333Inspection services for damages and recommendation for maintenance Digital access to all personal health recordsSafe driving alerts444Alerts of damage or unusual activityReminder of prevention measuresCar inspection reminders and
62、 incentives555Notes:Home insurance data wasnt available for Brazil,Germany,and FranceSource:Bain Insurance Consumer Insights Survey,powered by Dynata,2022(n=28,765)Percentage of customers using connected devices2022 life20192022 home060%4020SpainSingaporeBrazilAustraliaUSItalyUKCanadaFranceJapanGerm
63、any Netherlands10Customer Behavior and Loyalty in Insurance:Global Edition 2022Figure 7:Few customers currently use risk-prevention services through insurers Figure 6:Many consumers are open to sharing their data with insurers Source:Bain Insurance Consumer Insights Survey,powered by Dynata,2022(n=2
64、8,765)Percentage of customers willing to share personal,health,financial,or home security data with their insurance provider,202280%204060GermanyItalyFranceSwitzerlandBrazilUKHong Kong0SingaporeUSSpainAustraliaCanadaNetherlandsJapan2.62.52.42.11.64.34.12.7Source:Bain Insurance Consumer Insights Surv
65、ey,powered by Dynata,2022(n=28,765)Percentage of customers using risk-prevention services provided by their insurers,2022UKSwitzerlandSpainNetherlandsJapanItalySingaporeUSBrazil8.0%11Customer Behavior and Loyalty in Insurance:Global Edition 2022Figure 8:and few use connected devices to share data wi
66、th insurers8Source:Bain Insurance Consumer Insights Survey,powered by Dynata,2022(n=28,765)Percentage of customers sharing connected devices data with insurers,2022SingaporeNetherlandsUKSpainSwitzerlandUSItalyBrazil21%1212Consumers seek a higher purpose from insurers Consumer attitudes an
67、d behaviors have become increasingly motivated by purpose.Some 80%of respondents globally want insurers to embed ESG initiatives into their proposition.And 59%of respondents globally want life insurers to reward them for healthy living.Consumers increasingly emphasize higher-order Elements of Value
68、for insurance,such as ethics,and for life insurance,provides hope and heirloom.However,insurers currently arent delivering a lot of value on these elements,in consumers view.Delivering more value makes sense for insurers,as it boosts both customer loyalty and revenue growth.An insurance brand can ig
69、nite meaningful growth with a strategy centered on leading with a winning purpose.Insurers are starting to embed purpose into their brand promise,and now need to deliver on the promise.13Customer Behavior and Loyalty in Insurance:Global Edition 2022Figure 10:and the same applies to life insuranceFig
70、ure 9:Customers advocacy increases when they rate their property and casualty insurer favorably on higher-order Elements of Value Customers rating no higher-order Elements of Value highlyNote:Customers rating their insurer 8 or above,on a scale of zero to 10,for any of the higher-order(emotional,lif
71、e-changing,or social impact)elements;Elements of Value is a registered trademark of Bain&Company,Inc.;Net Promoter ScoreSM is a service mark of Bain&Company,Inc.,NICE Systems,Inc.,and Fred ReichheldSource:Bain Insurance Consumer Insights Survey,powered by Dynata,2022(n=28,765)Average Net Promoter Sc
72、oreSM given by P&C insurance customers,2022Customers rating one or more higher-order Elements of Value highly50100500100SingaporeCanadaGermanyNetherlandsJapanFranceHong KongUKSwitzerlandUSItalySpainAustraliaBrazilCustomers rating no higher-order Elements of Value highlyNotes:Customers rating their i
73、nsurer 8 or above on a scale of zero to 10,for any of the higher-order(emotional,life-changing or social impact)elements;Elements of Value is a registered trademark of Bain&Company,Inc.;Net Promoter ScoreSM is a service mark of Bain&Company,Inc,NICE Systems,Inc.,and Fred ReichheldSource:Bain Insuran
74、ce Consumer Insights Survey,powered by Dynata,2022(n=28,765)Average Net Promoter ScoreSM given by life insurance customers,2022Customers rating one or more higher-order Elements of Value highly50100500100AustraliaSingaporeSwitzerlandUKJapanItalyNetherlandsCanadaUSGermanyFranceSpainHong KongBrazil14C
75、ustomer Behavior and Loyalty in Insurance:Global Edition 2022Figure 11:When UK insurers excel in more Elements of Value,they boost customer advocacy and revenue growthNotes:Higher-value elements are those that more than 50%of customers rated 8 or above on a scale of zero to 10;Elements of Value is a
76、 registered trademark of Bain&Company,Inc.;Net Promoter ScoreSM is a service mark of Bain&Company Inc.;NICE Systems,Inc.,and Fred ReichheldSource:Fitch;Global Data;Bain Insurance Consumer Insights Survey,powered by Dynata,2022(n=5,021)UK life insurers Net Promoter ScoreSM,2022UK life insurers compou
77、nd annual growth in gross written premiums,201821 9.03.22%11%Fewer than two higher-value elements by providerTwo or more higher-value elements by provider15Customer Behavior and Loyalty in Insurance:Global Edition 2022Figure 12:As seen in Switzerland,most insurers are not performing well on the Elem
78、ents of Value that matter a lot to customers Notes:Elements delivered are those that more than 50%of customers rated at 8 or above on a scale of zero to 10;elements near delivery are those that 40%to 50%of customers rated at 8 or above;Elements of Value is a registered trademark of Bain&Company,Inc.
79、Source:Bain Customer Insurance Trends Survey,powered by Dynata,2022(n=1,921)Property and casualty insurance,Switzerland,2022FunctionalelementsSocial-impact elementsLife-changing elementsEmotionalelementsElements deliveredElements near deliveryTop 10 influences on Net Promoter ScoreSM Self-transcende
80、nceSelf-actualizationMotivationAffiliation and belongingNostalgiaDesign/aestheticsRewardsmeWellnessTherapeuticvalueAttractivenessFun/entertainmentInvests inwell-beingCares forthe earth ProvideshopeReducesanxietyBadgevalueProvidesaccessEthicsHeirloomMakes moneyOrganizesReducesriskInformsQualityVariet
81、yAvoidshasslesReducescostIntegratesConnectsSensoryappealReduces effortSavestimeSimplifiesNotes:Elements delivered are those that more than 50%of customers rated at 8 or above on a scale of zero to 10;elements near delivery are those that 40%to 50%of customers rated at 8 or above;Elements of Value is
82、 a registered trademark of Bain&Company,Inc.Source:Bain Customer Insurance Trends Survey,powered by Dynata,2022(n=1,921)Life insurance,Switzerland,2022FunctionalelementsSocial-impact elementsLife-changing elementsEmotionalelementsElements deliveredElements near deliveryTop 10 influences on Net Promo
83、ter ScoreSM Self-transcendenceSelf-actualizationMotivationAffiliation and belongingNostalgiaDesign/aestheticsRewardsmeWellnessTherapeuticvalueAttractivenessFun/entertainmentInvests inwell-beingCares forthe earth ProvideshopeReducesanxietyBadgevalueProvidesaccessEthicsHeirloomMakes moneyOrganizesRedu
84、cesriskInformsQualityVarietyAvoidshasslesReducescostIntegratesConnectsSensoryappealReduces effortSavestimeSimplifies1616Digital usage grows,but consumers are still dissatisfied The Covid-19 pandemic and lockdowns spurred consumers adoption of digital tools and channels for their insurance interactio
85、ns,led mainly by a spike in research interactions.Three years later,strictly offline interactions arent rebounding.Digital adoption has kept rising,but typically in hybrid combination with channels.Customers are having fewer in-person interactions with their insurers.However,they arent necessarily m
86、igrating to self-serve channels,which have grown mostly for research and to a lesser extent for purchasing.Instead,consumers are using more email than ever to communicate with the insurer.Slow adoption of digital self-serve tools for different episodes ties directly to failure rates in the digital t
87、ransaction,which are as high as 31%in US auto insurance.For each particular episode,the mix of channels strongly influences consumers perceptions of the experience.Digital channels have a higher likelihood to delight consumers for simple episodes such as paying a bill.Consumers prefer a human-digita
88、l combination for more complex episodes such as filing a complicated claim or getting advice.Because consumer needs and preferences depend on the episode,its more effective for insurers to implement a differentiated channel strategy.At the same time,insurers need to make digital processes as simple
89、and convenient as possible for episodes that lend themselves to self-service.17Customer Behavior and Loyalty in Insurance:Global Edition 2022Figure 14:When digital self-serve tools fail to complete the task at hand,adoption of the tools suffersFigure 13:Covid-19 and lockdowns increased digital adopt
90、ion for insurance episodes in Spain,primarily research,while offline-only interactions continue to shrinkResearchPurchaseServiceClaims/benefits0100%806040202019 2022 2019 2022 2019 2022 2019 2022Note:Digital only consists of customers who used only browsers or apps,email,automated voice assistant,or
91、 face-to-face video chat;offline consists of customers who used only in-person and phone;hybrid consists of customers who used digital and offline channels Sources:Bain Insurance Consumer Insights Survey,powered by Dynata,2019,2020,2022Share of customers in Spain,by channel usageProperty and casualt
92、yResearchPurchaseServiceClaimsLife insurance0100%80604020Digital onlyHybridOffline only2019 2022 2019 2022 2019 2022 2019 2022Note:Digital includes online and mobile apps,and excludes email and video chat Source:NPS Prism US Insurance Survey,Q2 2021Q3 2022(n=15,000)Share of customers who initially u
93、sed digital self-serve tools and failed to accomplish the task,US auto insurance20406080%Share of customers who used digital self-serve tools as the initial channel,US auto insurance0203040%10 Paid my billSubmitted a claimCompared options and chose productGot adviceResolved a problem or complaintCha
94、nged payment methodManaged my accountRenewed my policyPurchased my product18Customer Behavior and Loyalty in Insurance:Global Edition 2022Figure 15:US customers prefer digital channels for simple episodes,and hybrid digital-human channels for complex episodesNote:Digital includes online and mobile a
95、pps,and excludes email and video chat;Net Promoter ScoreSM is a service mark of Bain&Company,Inc.,NICE Systems,Inc.,and Fred Reichheld Source:NPS Prism US Insurance Survey,Q2 2021Q3 2022(n=15,000)Episode Net Promoter ScoreSM,US auto insurance customersSimple episodesComplex episodesDigitalHumanStart
96、 digital,end humanStart human,end digital0604020Renewed my policyChanged payment methodPurchasedmy productPaid my billGot adviceSubmitted a complex planBold ideas.Bold teams.Extraordinary results.Bain&Company is a global consultancy that helps the worlds most ambitious change makers define the futur
97、e.Across 64 cities in 39 countries,we work alongside our clients as one team with a shared ambition to achieve extraordinary results,outperform the competition,and redefine industries.We complement our tailored,integrated expertise with a vibrant ecosystem of digital innovators to deliver better,fas
98、ter,and more enduring outcomes.Our 10-year commitment to invest more than$1 billion in pro bono services brings our talent,expertise,and insight to organizations tackling todays urgent challenges in education,racial equity,social justice,economic development,and the environment.Since our founding in 1973,we have measured our success by the success of our clients,and we proudly maintain the highest level of client advocacy in the industry.For more information,visit