UK: Aviva introduces online customer feedback

Home and motor insurance customers buying policies direct from Aviva can now read and review feedback from others before they buy, thanks to a new online service. 

Launched as part of Aviva’s commitment to improve its customer service, and to help give new customers more information about the service they can expect to receive, it has introduced online ratings and reviews from those who have recently bought a home or motor insurance policy with the insurer.

The service works by sending new customers an email shortly after purchase inviting them to write a review and give a rating for the product and service they received, whether they bought online or on the phone.  Customers can give a rating out of 5 and write a short review which may then be posted on the website.  Customers can comment on the product, service, value for money and the online experience and both positive and constructive reviews are posted online to give customers an overall view of the service.

Commenting on the new service, Heather Smith, director of marketing at Aviva, said: “Whether they’re buying a book, kettle or TV online, people are increasingly seeking the reassurance of others before purchase. Online customer reviews are now commonplace and a key part of the decision-making process for many people.

“We wanted to help customers in the same way and improve our overall online experience and we’re delighted to introduce this service.

“We want to give new customers more information about the service they can expect to receive from us as well as identify areas where we can improve our customer service in future.”

Aviva has been testing the new service and has so far received over 700 reviews.  The average motor rating is 4.6 out of 5 and the average home insurance rating is 4.5 out of 5.

To introduce this service to its customers, Aviva is working with Bazaarvoice, a leading social and ecommerce software company with over 2,000 clients worldwide.

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If you are a journalist and would like further information, please contact: (Liz Kennett : Aviva Press Office : 01603 681258 or 07800 699667: (liz.kennett@aviva.co.uk)

Notes to editors:

Aviva is working with leading online feedback experts, Bazaarvoice, to provide this service to its customers.

Aviva provides insurance, savings and investment products to 43 million customers worldwide.
  
We are the UK’s largest insurer with over 14 million customers and one of Europe’s leading providers of life and general insurance. We combine strong life insurance, general insurance and asset management businesses under one powerful brand. We are committed to serving our customers well in order to build a stronger, sustainable business, which makes a positive contribution to society, and for which our people are proud to work.
 
We are ranked as one of the UK’s top ten most valuable brands and Aviva Plc is in the top 10% of socially responsible companies globally in the Dow Jones Sustainability World Index.  In 2011 we invested £5.3m into our UK communities. One in three of our employees were involved in community investment activities which included giving nearly 33,000 hours.
 
Aviva is working in partnership with Railway Children through the Aviva Street to School programme to get children living or working on UK streets back into everyday life. Find out more at www.aviva.co.uk/street-to-school.
 
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