Auto insurance company websites serve as a major portal of information for insurance shoppers and are important service channels for existing customers. Websites that are easy to use and that focus on providing features consumers want attract shoppers and positively impact their ability to acquire a quote and learn about the benefits of a company’s offerings. Such websites also improve the ability of current customers to locate important account servicing information when needed. To attract shoppers and retain customers, you need to enhance their experiences on your website. However, you must first understand what they think about your site—what they like and what they want.

The Solution

The J.D. Power U.S. Insurance Digital Evaluation StudySM provides an analysis of shoppers’ and customers’ perceptions of your company’s website and explores the correlation between site updates/enhancements and profitability.

The study examines the shopping experience based on consumer ratings of five tasks they perform online:

  • Research policy information
  • Research discounts
  • Request a quote
  • Locate contact information
  • Compare prices and/or coverage

The study also examines the service experience based on ratings of nine tasks performed online:

  • View policy and related information
  • Update profile
  • Print or request replacement ID cards
  • Locate contact information
  • Add a driver/vehicle
  • Research claims process
  • Schedule a one-time payment
  • Enroll in paperless billing
  • Log in to account

A study subscription provides access to the insights and tools needed to help your company:

  • Increase website effectiveness based on Voice of the Customer data
  • Identify changes that improve the shopping experience and increase website self-service
  • Compare competitive site features across multiple industries