Hill House Hammond was fastest at connecting callers to a quoting agent while Hastings Direct rose four places to top the price metric, research carried out in the final quarter of 2002 by Direct Excellence shows.
CIS continued to offer the lowest excesses while NatWest was the only company to appear in the top ten of both excess and price. In price, the difference between the top performers narrowed from the third quarter to the fourth quarter where a 4% spread covered the top five. The motor market is more price competitive than ever and, with consumers unaware or indifferent to product variances, service is becoming the key differentiator.
The table shows three of the 115 metrics measured to gain accurate comparisons. The data and subsequent analysis provides executives with information that enables them to improve customer statisfaction, increase conversion rates and reduce operating costs.
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