U.S. Auto Insurance Satisfaction Study

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The current economic climate, an increasingly competitive marketplace, and skyrocketing ad expenditures have placed enormous pressure on auto insurers to retain customers. Therefore, it is imperative that insurers understand how effective they are at meeting customer needs and expectations and how their performance compares with competitors. Knowing what drives customer satisfaction and identifying operational strengths and weaknesses enables insurers to make informed decisions regarding where to invest resources and where to cut them in order to build loyalty among current customers and foster company growth.

The Solution

Now in its 15th year, the J.D. Power U.S. Auto Insurance Satisfaction StudySM explores customer satisfaction with their auto insurance company and the impact satisfaction has on bottom-line metrics, such as retention, loyalty, and advocacy. The 2014 study, which surveys more than 45,000 auto insurance customers, provides critical national and regional benchmarking information on insurers across 11 regions throughout the United States and identifies the dominant factors that drive satisfaction.

Study deliverables include:

  • An analyst briefing that provides insights into key industry trends and study findings, allowing your company to maximize performance and create a highly satisfying customer experience
  • Access to a personalized competitive data set, allowing you to see how your company stacks up against competitors, the industry, and the highest performers across five factors and 37 service attributes at both a national and regional level
  • A detailed performance analysis that displays key performance metrics
  • Comprehensive data on channel usage and satisfaction to help drive investment decisions
  • An on-site executive presentation that summarizes your company’s results, compared with those of key competitors, and presents recommendations for improvement

The Benefits

Insurers that subscribe to the study use it to understand their competitive position at a detailed level in order to pinpoint critical areas for improvement and make prudent investments of their resources in the service areas that matter most to customers.