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  5. What Insurance Customers Really Think: An IT Service Provider Report Card

What Insurance Customers Really Think: An IT Service Provider Report Card

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7 October 2010
Catherine Stagg-Macey

Abstract

The global IT services industry is large and expanding, with the sector for insurance reaching $37 billion in 2010. Celent provides important insights regarding what insurance customers think of their IT service providers.

In spring and summer of this year, Celent undertook two research projects to document the IT service providers available to insurers in Europe and North America. Part of this research included customer interviews. In a new report, What Insurance Customers Really Think: An IT Service Provider Report Card, Celent explores this aggregated customer feedback in more detail to analyze the types of services being outsourced, the customer experience, and areas for improvement.

“For the most part, insurers seem to be positive about their existing relationships,” says Catherine Stagg-Macey, Senior Analyst with Celent’s Insurance Group and author of the report. “In terms of perceived value, our data shows that European insurers plan to increase spending in several areas, including infrastructure operations and management, and testing.”

This report examines which services are used most frequently and which of those have the highest satisfaction rates. The report concludes by discussing the challenges of service differentiation for providers.

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