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 a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

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