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 16th year, the J.D. Power U.S. Auto Insurance Satisfaction StudySM describes how customer satisfaction impacts the profitability of an insurance company; examines how each service event in the relationship between a customer and their insurer impacts their overall perception of the company; and identifies critical service standards that drive higher satisfaction. The study examines customer satisfaction among auto insurance customers of the largest insurers in the United States across a number of metrics:

  • Competitive benchmarking of brand value, customer experience, and customer commitment and their impact on retention and advocacy
  • Critical service dimensions, such as time, frequency, and channel preferences
  • Critical metrics for each customer touch point and the service levels for each measure that represent best practice performance targets for satisfying customers
  • Impact of customers’ changing expectations and behaviors on policy retention and brand loyalty

The 2015 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 factors that drive satisfaction.

For additional details about the U.S. Auto Insurance Study, please download our informational brochure.