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Technology is the new determiner of customer satisfaction

New Capgemini study shows rising customer expectations and lower satisfaction rates based on technology.

By Patricia Harman | Updated on February 27, 2015

Technology and the ways that insurers use it to communicate with their insureds is affecting how satisfied those customers are with their insurance companies.

A new study by Capgemini Financial Services finds a distinct drop in customer satisfaction levels, especially with Generation Y policyholders, around the globe. Customer satisfaction rates in North America dropped 8.3%, the most significant point drop of the markets studied. But even with the drop, it still maintains the highest level of customer satisfaction at 39.7% compared to Europe, Latin America and other developed and developing countries.

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