1、Consumers to insurers:more risk-prevention services,please,and more convenient digital channels.Customer Behavior and Loyalty in Insurance:Global Edition 2023Net Promoter,NPS,NPS Prism,and the NPS-related emoticons are registered trademarks and Net Promoter Scoresm,NPSxsm,and Net Promoter Systemsm a

2、re service marks of Bain&Company,Inc.,NICE Systems,Inc.,and Fred Reichheld.Consumer Elements of Value is a registered trademark of Bain&Company,Inc.Copyright 2023 Bain&Company,Inc.All rights reserved.Authors and acknowledgmentsHenrik NaujoksAndrew SchwedelTanja BrettelThe authors wish to thank these

3、 colleagues for their support in preparing this report:Geetika Jawa,Diksha Shrivastava,Suman Ghosh,Tatsat Chopra,and Sai Lakshmi Suresh.They also thank Bain Partners Sean O Neill,Camille Goossens,Harshveer Singh,Mareike Steingroever,and Eric Almquist;NPS Prism colleagues Jason Barro and Alison Leibo

4、vitz for their valuable suggestions;and John Campbell for his editorial support.DynataDynata is one of the worlds leading providers of first-party data contributed by consumers and business professionals.Dynata has the ability to survey more than 70 million people globally and an extensive library o

5、f individual profile attributes collected through surveys.The company serves nearly 6,000 market research agencies,media and advertising agencies,consulting firms,investment firms and healthcare and corporate customers in North America,South America,Europe,and Asia-Pacific.For more information,go to

6、 .1Customer Behavior and Loyalty in Insurance:Global Edition 2022Executive summary Consumers value purpose,not just coverage for lossesThe traditional premise of insuranceproviding capital to cover risk and reimburse claimsdoesnt fully satisfy anymore.Customers increasingly are looking for help from