OREANDA-NEWS. Home and motor insurance customers buying policies direct from Aviva can now read and review feedback from others before they buy, thanks to a new online service. 

Launched as part of Aviva’s commitment to improve its customer service, and to help give new customers more information about the service they can expect to receive, it has introduced online ratings and reviews from those who have recently bought a home or motor insurance policy with the insurer.

The service works by sending new customers an email shortly after purchase inviting them to write a review and give a rating for the product and service they received, whether they bought online or on the phone.  Customers can give a rating out of 5 and write a short review which may then be posted on the website.  Customers can comment on the product, service, value for money and the online experience and both positive and constructive reviews are posted online to give customers an overall view of the service.

Commenting on the new service, Heather Smith, director of marketing at Aviva, said: “Whether they’re buying a book, kettle or TV online, people are increasingly seeking the reassurance of others before purchase. Online customer reviews are now commonplace and a key part of the decision-making process for many people.

“We wanted to help customers in the same way and improve our overall online experience and we’re delighted to introduce this service.

“We want to give new customers more information about the service they can expect to receive from us as well as identify areas where we can improve our customer service in future.”

Aviva has been testing the new service and has so far received over 700 reviews.  The average motor rating is 4.6 out of 5 and the average home insurance rating is 4.5 out of 5.

To introduce this service to its customers, Aviva is working with Bazaarvoice, a leading social and ecommerce software company with over 2,000 clients worldwide.