What's inside
20 digital KPIs with Australian insurance benchmarks and targets, including:
Customer Journey Completion Score Target: 60-75% pure digital journey completion. Every 10-point improvement correlates with 15-20% reduction in servicing costs.
Digital Onboarding Completion Rate Target: 75-85% for General Insurance. Every percentage point improvement reduces acquisition cost by $8-12 AUD.
Cost Per Digital Acquisition Target: $50-150 AUD through direct digital channels - a 20-30% reduction versus traditional broker and call centre channels.
Who this is for
Digital and CX leaders at Australian insurers who need to quantify customer experience improvements in revenue terms.
Particularly relevant if you're navigating APRA's Financial Accountability Regime requirements for "digital capability" and "customer experience outcomes".
After reading, you'll be able to:
Identify which KPIs matter most for your business case, benchmark your current performance against industry targets and quantify the revenue opportunity in specific dollar terms your CFO will actually respond to.
