Customer experience in private pension plans.

Will personal consultation remain indispensable in the future?

Namics tested 23 banks and insurance companies.

In the summer of 2017, we asked seven people in Switzerland and seven in Germany about their customer journeys when they took out a private pension product. In order to verify the findings quantitatively, we tested them with a survey of almost 800 people.

Seamless customer journeys are expected, but only partly provided.

Customers want personal advice.

The study shows that the quality of advice today is often unsatisfactory. Customers lack need-oriented advice and are often disturbed by up- and cross-selling of products. They also criticize the transparency of the consulting services. Consultants are thus often perceived as sellers. Our study shows different approaches for customer-oriented consulting.
Namics Frankfurt - Gespräch

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Please note, that the study is in German. So train your German skills or wait for the English version which will be published mid-April.

We're happy to take a closer look at your customer experience.

Namics New Business Consultant Patrick Habel
Patrick Habel, Senior Principal Consultant New Business (+49 69 365 059 0)