The challenge
An insurance provider wanted to understand why customers switch providers at renewal. It needed people who had bought or switched in the last three months, while the experience was still fresh.
Our approach
We screened for recent purchase or switching and balanced the sample across products and channels.
- Verified a purchase or switch in the last three months
- Balanced home and motor insurance customers
- Mixed online and broker buyers
- Scheduled interviews at times that suited each respondent
The results
- 20 interviews with recent buyers and switchers
- Even split across products and purchase channels
- Fresh experiences gave detailed journey insight
Illustrative scenario based on typical engagements. Client details are anonymised.
