USAA Tops Insurers In Customer Experience

In Forrester’s 2008 Customer Experience Index (CxPi), we ranked 113 companies across 12 industries. I recently published a snapshot of the insurance industry results. Here are some highlights of the 10 insurers on the list:

  • Experiences are “okay.” As a group, the 10 insurers ended up with an “okay” rating of 73%, a two percentage point increase over the 2007 CxPi results.
  • USAA leads the pack. With a score of 83%, USAA led two other firms that ended up with “good” ratings: Progressive and State Farm.
  • Liberty Mutual lags. With the only “poor” rating, Liberty Mutual came out at the bottom of the list.
  • USAA leads all categories. USAA came out on top in all three components of the CxPi, with the largest lead in enjoyability. Progressive earned “excellent” ratings for meeting user needs and being easy to work with and State Farm earned an “excellent” rating for meeting user needs.
  • Allstate improved the most. Allstate’s CxPi improved by six percentage points, just ahead of Geico’s five point increase. At the other end of the spectrum, Liberty Mutual’s CxPi dropped the most — losing 10 points.

The bottom line: Once again, there’s a lot to learn from USAA

Written by 

I'm an experience (XM) management catalyst; helping organizations improve results by engaging the hearts and minds of their employees, customers, and partners. I enjoy researching and speaking about leading-edge XM topics. I lead the Qualtrics XM Institute, which is the world's best job. We're igniting a global community of XM Professionals who are inspired and empowered to radically improve the human experience. To achieve this goal, my team focuses on thought leadership, training, and community building. My work is driven by a set of fundamental beliefs: 1) Everything starts and ends with human beings, so you need to understand how people think, feel, and behave; 2) XM is a discipline that needs to be woven throughout an organization's entire operating fabric; and 3) Building the XM discipline requires a combination of culture, competency, and technology.

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