Shannons in the driving seat for customer satisfaction

Aussie motoring enthusiasts insuring their wheels with Shannons are more satisfied than others, according to Roy Morgan’s recent customer satisfaction survey across the car insurance industry.

The specialist insurer scored a lofty 92.6% in terms of customer satisfaction, registering a 2.6% increase compared to this time last year in spite of the overall trend being one of decline.

According to the survey results, the average customer satisfaction level across the industry was 82.3% with APIA, NRMA and AAMI, all delivering above average experiences for their drivers.

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Roy Morgan Industry Communications Director, Norman Morris said that while satisfaction was not the be-all and end-all for customers, it certainly made them think about switching providers at renewal time.

“The risk associated with having below average satisfaction is that it has the potential to discourage renewal and new clients. The link between satisfaction and likely renewal levels has been shown to be very positive,” he said.

Morris says that Shannons’ recent success means that Aussies who opt for a specialist insurer generally get what they expect and are satisfied with their coverage.

“There are also potentially reasons associated with improving satisfaction that involve a tighter focus on the needs of particular segments. For example, we have seen that Shannons with a clear focus on car enthusiasts and APIA aiming at the older market, both rank very high when it comes to customer satisfaction.”

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The survey went on to reveal that policyholders who said they were “extremely likely” to renew their current car insurance policies also reported an average customer satisfaction level of 93.1%.

But those who were “fairly likely” to renew reported just a 63.2% level of satisfaction - meaning if you’re even slightly unhappy with your car insurance policy, you’ll probably be looking elsewhere to cover your precious set of wheels.

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