The 2017 edition is available to download now.

The insurance market in the UK is changing rapidly, moving to a digital-led, multichannel world

We evaluated 10 insurance company websites from across the general, motor, home, life and pet sectors in 5 areas:

1. Their ability to answer ten basic, sector-specific questions via their website

2. On the speed and accuracy of their response via their email channel

3. On the speed and accuracy of their response to a directly tweeted question

4. For their ability to answer a question through web chat (if offered)

5. On the consistency of response across digital channels (email, Twitter and web chat)

We invite you to download the full study with full analysis, infographics and a best practice guide to improving Customer Experience.