Intervention

Personalization and customer engagement in insurance products

The Financial Conduct Authority (FCA) in the United Kingdom worked to encourage customers to respond and vote on a scheme of insurance products. The company in question wanted valuable customer feedback in order to better choose and market their products. One group of customers, the treatment group, received letters in a handwritten envelope, while the other group received printed envelopes. Overall, about 21% of customers got in touch with the company, and there was no significant difference seen between the handwritten and printed envelope groups.

Biases Used

Bias

Other Applications: Health and Wellbeing, Environmental and Energy, Law Abiding Behavior