Case Study: Zurich Insurance explores empathy’s impact on customer loyalty with YouGov

Zurich Insurance measures empathy across 11 countries with YouGov

Zurich Insurance sought to understand how empathy influences customer experience and brand preference across global markets. To address this challenge, they partnered with YouGov, which utilized its Custom Research product to design a large-scale, multi-market study.

YouGov implemented a global research program spanning 11 countries and surveying 11,500 consumers. The solution quantified an "empathy gap" between consumer expectations and reality, providing Zurich with robust, data-driven insights. These findings validated empathy as a key driver of loyalty and choice, shaping the company's customer strategy and forming the foundation for a public Empathy Report and an international media campaign.

Zurich Insurance