Insurance
Carriers and agencies trust CSG to work every lead across phone, SMS and AI voice - from first touch to bound policy.
AutoHealthLifeHomeCommercial
Report
The Connections Index
A quarterly benchmark of consumer connection health, built on 32 years of outreach data and 100M+ lead records.
Executive summary
Consumer connection rates have declined materially since 2023 even as lead volume has risen, meaning brands are paying more for data that is progressively harder to reach. The Index tracks that gap quarterly and segments it by use case, media type and connection type. The headline reading this edition is 67.9 against a baseline of 100.
Key findings
What the data shows.
Connectivity continues to decline
Reachability has fallen every quarter since 2023 while lead volume has climbed, widening the gap between spend and contact.
Cross-sell is disproportionately affected
Existing-customer outreach shows a steeper decline than new acquisition, undercutting the assumption that current customers are easy to reach.
Consumers have taken control of the channel
The shift is away from brand-initiated warm transfer and toward consumer-initiated callback and SMS.
Multichannel materially outperforms
Programmes running coordinated voice and messaging sustain connection rates that single-channel programmes no longer reach.
Read the full report
The complete report, free to download. No form, no email required.
Get the full report
The summary and findings above are yours already. Tell us where to send the full PDF and we will email it straight over.
Services this informs
Industries covered
Mortgage
Reach rate-sensitive borrowers the moment intent spikes, and keep aged leads warm until they are ready to move.
PurchaseRefinanceHome Equity
Education
Connect with prospective students faster and qualify them properly, so admissions teams only talk to real candidates.
UndergraduateGraduateNursingVocational
Related reading
News Item
Auto Insurance Report: Why the Connection Layer Is Insurance’s Next Advantage
Auto Insurance Report covers the Connections Index and CSG research on declining consumer reachability.
Want this benchmarked against your own data?
Book a 30-minute session and we will show you where your connection rates sit against the index.
Book a 30-Minute Session