USAA and State Farm Are Top Insurers in CX Ratings

This post examines the 14 insurers included in the 2012 Temkin Experience Ratings.

USAA was the top rated insurance carrier followed closely by State Farm, which are the only two insurers to receive “good” customer experience ratings. Seven insurers received “okay” ratings while five carriers at the bottom of the list­­—Travelers, 21st Century, MetLife, American Family, and Liberty Mutual —received “poor” ratings.

The overall insurance industry is in the middle of the pack for customer experience; its average rating places it eighth out of 18 industries. Temkin Group also analyzed the changes between 2011 and 2012 and found that insurers made the largest improvements, earning more than a five percentage-point gain since last year. Two insurers—Famers and Allstate—made double-digit gains and eight others made at least some improvement since 2011. Only two carriers—American Family and Travelers—experienced sizeable year-over-year declines.

Do you want to see the data? Go to the Temkin Ratings website where you can sort through all of the results for free. You can even purchase the underlying data if you want to get more access.

The bottom line: Insurers are making solid progress on customer experience

Written by 

I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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