Customer Loyalty and Retention Survey
For Insurance Industry

1. How satisfied are you with the overall experience of using <Your Brand>’s insurance products or services? (MCQ-Single Selection)
○ Extremely satisfied
○ Satisfied
○ Neutral
○ Dissatisfied
○ Extremely dissatisfied

2. What factors contribute most to your satisfaction with <Your Brand>’s products/services? (MCQ-Multiple Selection)
□ Customer service quality
□ Coverage options
□ Pricing
□ Claims processing efficiency
□ Brand reputation/trustworthiness
□ Other (Please specify)

3. How likely are you to continue using <Your Brand>’s insurance products/services in the future? (MCQ-Single Selection)
○ Very likely
○ Likely
○ Neutral
○ Unlikely
○ Very unlikely

4. What could <Your Brand> do to improve or enhance your loyalty as a customer? (MCQ-Multiple Selection)
□ Provide more competitive pricing
□ Offer additional coverage options
□ Improve customer service responsiveness
□ Simplify the claims process
□ Introduce loyalty rewards or benefits
□ Other (Please specify)

5. Have you considered or evaluated other insurance providers while using <Your Brand>’s services? (MCQ-Single Selection)
○ Yes
○ No

6. Which aspects of <Your Brand>’s services do you value the most and are likely to keep you as a customer? (MCQ-Multiple Selection)
□ Consistent and clear communication
□ Tailored/customizable policies
□ Trust in the brand’s reliability
□ Positive previous claims experience
□ Comprehensive coverage options
□ Other (Please specify)

7. How likely are you to recommend <Your Brand> to friends or family based on your current experience with their services? (MCQ-Single Selection)
○ Very likely
○ Likely
○ Neutral
○ Unlikely
○ Very unlikely

8. Are there any specific features or services that, if improved upon, would significantly impact your decision to continue using <Your Brand>? (Open-ended)
Ans: ___________________________________________

9. Have you encountered any issues or challenges while using <Your Brand>’s services that might make you consider switching to another provider? If yes, please specify. (Open-ended)
Ans: ___________________________________________

10. What could <Your Brand> do differently to ensure your long-term satisfaction and continued usage of their products/services?(Open-ended)
Ans: ___________________________________________