USAA Delivers Top Insurance Experience

In The 2011 Temkin Experience Ratings, we examined the customer experience across 12 industries. For this post, we will take a closer look at the 14 insurers in the ratings.

Insurers, as a group, had an average rating of “Poor” and was the 7th ranked industry out of 12…

Let’s take closer look at the results for all of the individual insurers…

As you can see, USAA is the only insurer with a “Good” customer experience rating. The next two insurers, American Family and State Farm, are in the middle of the “Okay” range. At the other end of the spectrum, 21st Century is the only insurer to receive a “Very Poor” rating, but seven other firms received “Poor” ratings.

Let’s take a look at the three components of the Temkin Experience Ratings…

USAA is on top across the three components. Only one other insurer passes the “Good” mark in both the functional experience component (American Family) and the accessible component (The Hartford). It’s interesting to compare The Hartford with Liberty Mutual since they both ended up with the same overall rating. Liberty Mutual was stronger in the emotional component, but weaker in the accessible component.

The bottom line: Insurers have a lot of opportunity to improve

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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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