Why do peoplerecommend insurance &investment providers?A Global perspective40     34%30                             29%   ...
We already know that 26% of people buy insurance on a                                                                     ...
About Aviva’s Consumer Attitudes to Savings surveyConsumer Attitudes to Savings has been conducted every year         Savi...
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[ARCHIVE] Why do people recommend insurance & investment providers? A Global perspective

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Knowing that a company is stable and secure (stability) is the most likely reason why a consumer would recommend a savings, investments, pensions or an insurance provider. This was one of the findings of the latest wave of the Aviva "Consumer Attitudes to Savings" (CAS) survey.

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[ARCHIVE] Why do people recommend insurance & investment providers? A Global perspective

  1. 1. Why do peoplerecommend insurance &investment providers?A Global perspective40 34%30 29% 28%20 ANCE 26 % ICE RM ERV ERFO10 RS STABILITY UCT P FO ION S ES PROD T IN UTA 0 TH 31 OR REP % TW SAVINGS & US INV TR EST ME NT 30 S % Y I LIT ION AB TAT ST E PU NTR Y ME PA RE 30% AIM CL INS ICE SERV UR FOR ION TAT REPU ANC 22% E R DEALS FO OMERS LOY AL CUST Average figures across all 12 countries Jan - March 2012
  2. 2. We already know that 26% of people buy insurance on a Knowing that a company is stable and secure (stability) is the most likely reason why a consumer would recommend a savings, recommendation of a friend, family or colleague* & investments, pensions or an insurance provider: 34% of consumers 74% tell others after a positive experience.** surveyed said it would prompt them to recommend a provider of savings, investments and pensions whilst 31% said it would make them recommend an insurance So, what makes a person recommend their company? provider. Reputation for service is also seen as important for recommending a provider: (28% for savings/investments and 30% for insurance). Other Top reason / joint top reason important drivers of recommendation for savings and investments providers are Insurance investment returns (product performance) (29%) and trustworthiness (26%). And Savings & Investments for insurance providers, reputation for paying claims (30%), and rewarding customer loyalty (22%) are considered the major catalysts for recommendation. ND RUSSIA POL A TUR KE Y N. Y AM ITAL US ER A IC A N AI A SP SI A CH IN A E A NC FR I ND IA D AN IREL SI NG A EUROPE PORE ALL UK SAVINGS & INSURANCE INVESTMENTS well known reputation for service product performance trustworthiness stability easy to deal with reputation for service claim repayment reputation stability deals for loyal customers deals for loyal customers stability claim repayment reputation reputation for service easy to deal with stability trustworthiness product performance reputation for service well knownSource:Aviva Customer Attitudesto Savings Survey, *Wave 42011, and **Wave 1 2010
  3. 3. About Aviva’s Consumer Attitudes to Savings surveyConsumer Attitudes to Savings has been conducted every year Savings and Investmentssince 2004. From 2010, the survey has taken place three timesa year - in February, June and November - to assess consumer Which, if any, of the following would make you mostsentiment in Aviva’s key markets. A representative sample of likely to recommend a provider of savings, investments or1,000 respondents is interviewed every wave in each country - pensions to your friends, family, or colleagues?with the exception of China, where 2,000 adults are surveyed.The research is conducted online in all markets except Russia, And which others would prompt you to recommend aTurkey, China and India, where a combination of online and face- provider of savings, investments or pensions to your friends,to-face methods is used. family, or colleagues?Results have been weighted to represent an urban audience in InsuranceChina, India, Russia and Singapore, and weighted to representa national audience in all other countries. The survey explores a Which, if any, of the following is most likely to make younumber of key themes associated with savings and investments, recommend a home, motor or life insurance provider toand more generally with attitudes to risk, and sources of advice. your friends, family, or colleagues?Fieldwork took place between January 20th and March 10th 2012. And which others would prompt you to recommend a home, motor or life insurance provider to your friends, family, or colleagues?For more information on this document, or forgeneral information on CAS, please contact:Rob HancockGroup Customer Insights Manager, Group Marketing MAY 2012e: rob.hancock@aviva.com

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