Zurich has been independently recognised as one of the best brands in the UK for customer satisfaction.
The insurer rose from 188th to 12th in the latest UK Customer Satisfaction Index (UKCSI)—thanks, in part, to Zurich paying out 99% of all UK claims during 2017 with payments worth more than £1.7 billion, and investing in a major brand campaign to highlight its claims record and commitment to doing the right thing.
Published by the Institute of Customer Service, the UKCSI rates customer satisfaction across 13 sectors, incorporating the views of 10,000 consumers on 247 brands.
Zurich was also ranked first in the insurance sector for ethical business behaviour and connecting with consumers, and fifth and seventh respectively across all companies.
Its score of 83.2, which saw it gain eight points from 2018, places it above the 77.7 national average. This comes at a time when the overall index continued to decline.
The index takes into account more than 25 different customer measures, including staff professionalism, the quality and efficiency of the service, trust and transparency, the actual customer experience, complaint handling and ethics.
According to the UKCSI, Zurich improved across a range of areas, including product, service quality, price, billing and ease of dealing with the organisation. It was al