USAA and State Farm Lead Insurance Industry in 2013 Temkin Experience Ratings

We recently released the 2013 Temkin Experience Ratings that ranks the customer experience of 246 companies across 19 industries based on a survey of 10,000 U.S. consumers. Here are highlights from the insurance industry:

  • The industry has been steadily improving over the last three years, from an average rating of 58.5% in 2011 to 65.0% in 2013.
  • USAA is the highest-ranked insurance company at 77% and State Farm is second with a rating of 73%. These two insurers held the same position last year and USAA has been atop the industry for all three years of the ratings. These are the only two insurers with “good” ratings. Nationwide is in third place at 68%.
  • USAA earned the top marks across all three components, functional, accessible, and emotional and State Farm earned the second highest marks across all three areas.
  • 21st Century earned the last place in the industry with a rating of 49%. The insurer earned the lowest marks across all three components, functional, accessible, and emotional. It was next to last in the industry in the 2012 Temkin Experience Ratings and last place in the 2011 Temkin Experience Ratings.
  • Liberty Mutual is in next to last place with a rating of 56%.
  • Travelers improved the most between 2012 and 2013, gaining six percentage points. Next on the list, MetLife and USAA improved by four percentage points.
  • The Hartford and 21st Century had the largest decline from 2012, losing seven percentage points.
  • Here’s a link to industry results from the 2012 ratings.

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Insurance1 Insurance2

Temkin Ratings website

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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