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RSA recognized with Insight Award at SPSS’ European User Conference 2009

~ UK insurance giant improves customer satisfaction by 15% with SPSS Predictive Analytics Software ~

May 14, 2009

SPSS Inc. (NASDAQ: SPSS), a leading global provider of Predictive Analytics software and solutions, today announced that RSA, the UK’s largest commercial insurer, is the winner of the SPSS Insight Award™ 2009. RSA was honoured with this year’s Insight Award for successfully using SPSS Predictive Analytics Software (PASW) to increase customer satisfaction, retention and lifetime value.

The Insight Award recognises the SPSS customer that has most effectively driven the widespread use of data to improve decision making. It was presented to RSA at Directions 2009, the Company’s fourth annual European User Conference held in Prague, Czech Republic.

RSA was honoured for its achievements using PASW Data Collection software to consistently gather the Voice of the Customer at ‘key moments of truth,’ and directly deploy the insights achieved from this feedback to improve business processes and differentiate its products and services from other insurers.

Fully hosted by SPSS Online Services to collect and analyse customer feedback, RSA captures detailed data about attitudes, opinions and preferences - regardless of geography, language or communication channel - at various points in the customer lifecycle. The insurer then leverages this information to identify the key drivers of satisfaction, such as first call resolution and access to support, enabling it to improve the overall customer experience and offer more appropriate products.

As a result, for instance, RSA experienced a 15 per cent uplift in customer satisfaction in the area of motor claims which led to a more efficient use of resources in terms of staff and time.

Nominations for the Insight Award were evaluated on criteria including business impact, productivity improvements, magnitude of change, breadth or depth of analytics used, innovation, service improvements and lessons learned.

Executive quote

Jack Noonan, SPSS chairman, president and CEO, said, “RSA is a well-deserved winner of the Insight Award. It has achieved outstanding results in enhancing the overall customer experience by truly listening to the Voice of the Customer. Predictive Analytics provides them with a strong competitive advantage which is even more essential in today’s challenging economy.”

Customer quote

Simon Dudley, analytics manager at RSA, added, “PASW Data Collection software easily integrates with the other SPSS products being used by RSA, resulting in a truly unified customer approach across the whole of our business. In the current climate, customer satisfaction and retention are key priorities for us. SPSS has been instrumental in measuring customer service and providing a deeper understanding of behaviour and intention, helping us to considerably improve our business processes."

About the company

About RSA
RSA Insurance Group plc has more than 20 million customers worldwide and currently manages £14.7 billion of investments, has shareholders' fund of £3.8 billion, is a member of the FTSE4Good Index, ranks in the top 100 companies of the Corporate Responsibility Index and employs approximately 22,000 people.

Established in 1710, the United Kingdom presents the largest operating unit within the Group. With a market share of more than 13 percent, it is the U.K.’s largest commercial lines insurer. RSA’s Personal Business is ranked third largest in the U.K. with around 4million covers in place, RSA insures 70 percent of FTSE 100 retailers and was recognized as “General Insurer of the Year” at the 2006 British Insurance Awards.

About SPSS Inc.
SPSS Inc. is a leading global provider of predictive analytics software and solutions. The company’s predictive analytics technology improves business processes by giving organisations forward visibility for decisions made every day. By incorporating predictive analytics into its daily operations, organisations become Predictive Enterprises -- able to direct and automate decisions to meet business goals and achieve a measurable competitive advantage. More than 250,000 public sector, academic and commercial customers rely on SPSS technology to help increase revenue, reduce costs and detect and prevent fraud. Founded in 1968, SPSS is headquartered in Chicago, Illinois. For more information, please visit www.spss.com

Contact details

For further press information and photography please contact:
Alex Clough at LEWIS
Tel: +44 (0)161 457 2050
Fax: +44 (0161 457 2051
Email: spssuk@lewispr.com
Website: www.lewispr.com

Technorati tags: SPSS | RSA | Insight Award |

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