The assessment of client satisfaction in the insurance sector

The aim of this paper is to discuss the client satisfaction assessment’s role in the insurance industry. In the paper we describe how the customer portfolio analysis suggests that customer retention (the measure of detention or "preservation" of existing customers) would have a strong impact on the profit levels of insurance companies, especially after the liberalization of car tariffs (mass market for insurance products is the best) which made the loyalty of the customer base even more important. In an increasing highly competitive market is no longer sufficient to grow only in premium volume; in fact the Italian insurance business in the coming years, according to the analysis of many economic institutions and insurance, will double.