U.S. Small Business Commercial Insurance Satisfaction Study

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The Challenge

The small business commercial insurance market is a unique niche for which there is very limited competitive information available. With no benchmark or industry-wide baseline for customer satisfaction, how can insurers identify their own strengths and weaknesses—and those of their competitors—in responding to customers’ expectations? Further, how can insurers address critical customer issues that impact loyalty and retention?

The Solution

The J.D. Power 2014 U.S. Small Business Commercial Insurance Satisfaction StudySM examines small business owners’ satisfaction with their insurance policy and identifies key industry trends and issues in the small business commercial market. The study provides a better understanding of the needs, expectations, and desires of today’s small business customers, as well as insights into opportunities for insurers to improve customer satisfaction, commitment, and advocacy.

A study subscription provides access to the tools needed to gain a comprehensive, in-depth understanding of how your company is performing relative to your competitors from the viewpoint of current and potential customers and to identify areas needing improvement.

Study deliverables include:

  • Competitive benchmarking of brand image, customer experience, and customer commitment and their impact on retention and advocacy, allowing you to compare your company directly to the competition
  • An analyst briefing that provides insights into key industry trends, study findings, and best practices that you can apply to your company’s processes in order to improve customer satisfaction and retention
  • An executive presentation that provides a summary of your company’s results compared with those of key competitors, and identifies industry best practices that may help you identify improvement areas with the biggest impact on customer satisfaction
  • Access to J.D. Power subject matter experts and analysts for assistance in using the analytic tools

The Benefits

Insurance companies that subscribe to the study will be better able to understand their competitive position at a detailed level, allowing them to pinpoint critical areas for improvement and make prudent investments in the service areas that matter most to small business owners.