Insurance Customer Equity Switzerland - Experiences of a Multi-Client Project / Stefan Ruf, Anovum Zürich

Insurance Customer Equity Switzerland (ICES) is an integrated approach to measure customer satisfaction, retention, image, service-quality, brand strentgh and appeal to competitor. The result It is a holistic benchmarking tool for the swiss insurance market. The core metrics were validated against cancellations, churn models and customer lifetime value (CLTV) models.