Wonder

Research Outline

Prepared for simon c. | Delivered November 1, 2019

Customer Journey: Car Insurance

Goals

To understand the customers of the car insurance market in the United Kingdom by conducting a study that would include information related to pain points around car insurance, and drivers & barriers in a customer journey. 

Early Findings

Stage 1: Discovery Around 63% of first-time auto insurance buyers in the United Kingdom mainly discover the product online, followed by discovery via television (21%) and in-person conversations (16%). 
Stage 2: Evaluation Around 71% of car insurance buying decisions of people in the United Kingdom are influenced by recommendations from family and friends. 
However, a larger group (about 88%) of the British of millennial buyers consider family and friends recommendations while buying car insurance. 
About 67% of the British car insurance buyers spend a couple of hours researching the product. 
Of all, around 77% of UK auto insurance buyers give importance to the quality of
 service when choosing the insurance provider. 
Further, only 35% of generation X in the United Kingdom would consider customer reviews for reliable information when buying car insurance as compared to 54% of millennial buyers who do the same.
Stage 3: Purchase Around 56% of car insurance buyers in the UK purchase the product online, followed by purchase via phone call at 33%.

Proprietary Research Database
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