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

About Bruce Temkin, CCXP
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 these 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.

2 Responses to USAA and State Farm Are Top Insurers in CX Ratings

  1. State Farm, one of the top insurers according to the Temkin Ratings! Yeah!

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