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Tools implemented by insurance intermediaries to identify customer needs Italy2016

This statistic presents the results of a survey conducted in Italy in 2016 among insurance intermediaries. The aim of the survey was to find out how the insurance agents are trying to adapt in a changing technological and normative environment and which tools they are using in order to offer their clients solutions that meet their needs. According to data, 55 percent of the interviewed agents declared they made use of CRM software. Other 51 percent of them claimed they used CRM system combined with external data sources (data warehousing). Only 12 percent of the respondents were providing mobile apps to their customers.

What kind of tools do you use in order to identify and analyze customer needs?

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Release date

November 2016



Survey time period


Number of respondents

600 respondents

Special properties

respondents were insurance agents

Method of interview

Online panel

Supplementary notes

Multiple answers were possible.

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Statistics on "Insurance industry in Spain"

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