Customer Acquisition 101: Grading Insurance Carriers
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Overview: Leads360 commissioned a "secret shopper" experiment to gauge how effectively insurance carriers respond to online inquiries. After collecting data to measure the consumer response strategies of a sample of 10 carriers, Leads360 compared it against established best practices and then assigned grades based on the performance of 4 Key Performance Indicators (KPI's). Although the performance of the sampled carriers varies widely, the results indicate that the consumer follow-up strategies employed by the average insurance carrier are not reaching their true potential due to lack of swift follow-up and due persistence.