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.

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 (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

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