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UK Insurance Sentiment Index 


Key metrics


Industry Net Sentiment


Consumer Duty Net Sentiment


Industry response rate

For the second consecutive year, DataEQ and PwC have collaborated to benchmark consumer sentiment on social media amongst 15 of the country’s major insurer

Given the new regulations that have recently come into effect, this latest report is presented with a special focus on the role that social media data can play in Consumer Duty compliance within the United Kingdom’s insurance industry. 

By mapping consumer conversation against the Consumer Duty outcomes and analysing the key drivers of customer satisfaction and frustration, the study aims to ascertain whether UK insurers are meeting expectations of customer service and market conduct on social media.

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6 out of 10 mentions

on social media referenced a potential Consumer Duty theme 


Report delves into:

  • Net Sentiment performance (overall, reputational and operational)
  • The prevalence of Consumer Duty conversation on social media 
  • Customer experience 
  • Customer service (response rate and time)
  • Service channel performance

For more information on what factors are driving customer experience & service towards the UK's leading insurers – download the full report