Temkin Experience Ratings Industry Snapshot: Insurance

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. consumers. TxR is based on consumers evaluating their experiences across three dimensions: success, effort, and emotion. See our FAQs about the Temkin Experience Ratings.

USAA earns top customer experience (CX) score in the insurance industry, according to 8th annual Temkin Experience Ratings of 318 companies.Congratulations to USAA for earning the top customer experience score in the insurance industry.

Of the 15 insurance carriers included in this year’s Ratings, USAA earned the highest score with a rating of 75%, putting it in 65th place overall out of 318 companies across 20 industries. USAA has lead the insurance industry every year since the Ratings began in 2011. State Farm received the second highest score in the industry with a rating 72% and an overall rank of 109th.

Overall, the insurance industry averaged a 67% rating in the 2018 Temkin Experience Ratings and tied for 9th place out of 20 industries. The average rating of the industry decreased by 1.3 percentage-points between 2017 and 2018, going from 68.5% to 67.2%.

Allstate’s and Farmers’ customer experience scores improved the most over the previous year as each increased by two percentage-points. Travelers’ score, on the other hand, declined the most, dropping by six points.

You can download the free report or purchase the dataset.

USAA earns top customer experience (CX) score in the insurance industry, according to 8th annual Temkin Experience Ratings of 318 companies. USAA earns top customer experience (CX) score in the insurance industry, according to 8th annual Temkin Experience Ratings of 318 companies.

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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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