Survey Report: Customer Engagement

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Survey Report: Customer Engagement

June 29, 2022

While other industries spent the last several decades making customer experience their main priority, the life insurance industry lagged behind. But that’s changing. Carriers realize the incredible value in building ongoing relationships with customers after the initial sale. And, now things are moving quickly. SE2, Life.io and Breathe Life wanted to track just how dramatically things are changing in the world of life insurance sales and what makes today’s customer buy and stay with their carrier.

The survey examines the changing mindset and preferences of buyers by learning what they look for in terms of customer experience and engagement when exploring and purchasing life insurance. More specifically, the survey helped pinpoint the changes in the consumer’s research, approach and purchase of insurance over the last five years.

This survey was conducted online within the United States by The Harris Poll on behalf of SE2, Life.io and Breathe Life from August 31 – September 2, 2021 among 2,076 U.S. adults ages 18 and older, among whom 646 have an individually owned life insurance policy. For complete survey methodology, including weighting variables and subgroup sample sizes, please contact SE2 here.

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Survey Report: Customer Engagement


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