Gracechurch – BIBA survey

Why now is the right time to focus on the customer

The latest results from the Gracechurch UK Insurers Monitor (UKIM), now in its third year, show a clear trend that customer service is improving, and is fast becoming the leading source of competitive advantage in the UK insurance market. In this report, Ben Bolton, MD of Gracechurch identifies six key strategies, based on feedback from brokers across the UK market, that can drive future success, from tech-enabled service design to customer-led culture shifts.

What you will learn: 

• Market-wide Net Promoter Score trends (2022–2025).
• How service and talent strategies are reshaping broker relationships.
• Why collaboration and customer experience are now strategic imperatives.
• Six proven strategies for improving service and driving success in a competitive market.