customer satisfaction News
Amid Higher Costs, Changing Customer Expectations P/C Insurer Rankings Down Overall
Rising costs and changing customer expectations are driving satisfaction in the insurance and mortgage industry, according to an American Customer Satisfaction Index study. Among the four industries ...
Empathy Key Competitive Edge Companies Shouldn’t Ignore: Zurich
A new study highlights how empathy can bridge the customer satisfaction gap between expectations and experience, according to Zurich Insurance Group. In a new report, "Addressing the Empathy Gap: How ...
Travelers, Nationwide Leap Up in J.D. Power Renters Insurance Ranking
In spite of the fact that almost half of homeowners insurance customers faced higher premiums in 2025, the average customer satisfaction score tallied by J.D. Power barely budged from the average in ...
Homeowners Not Satisfied, Just Stuck With Insurers: J.D. Power
Although Chubb, AIG, Amica and Erie outranked peers in the U.S. homeowners insurance market on measures of customer satisfaction, the compiler of satisfaction scores—J.D. Power—believes customers ...
Rising Prices, Low Satisfaction Drive 49% of Customers to Shop For New Auto Insurance
Increased premiums combined with lackluster customer satisfaction scores are driving record numbers of auto insurance customers into the market for a new policy, according to the J.D. Power 2024 U.S. ...
As Repair Times Lag, Insurers Manage Customer Expectations Digitally: J.D. Power
Digital communications channels have become the key to maintaining customer satisfaction throughout the claims process as the average auto repair cycle time has doubled over the past two years—now ...
Auto Insurers’ Claims Satisfaction Scores Up Despite Long Repair Times; Amica Tops List
An auto parts shortage combined with longer cycle times for repairs has contributed to repairs taking an average of 23.1 days in 2023, up 6.2 days from 2022 and more than double the average repair ...
J.D. Power: Biggest Auto Customer Satisfaction Drop in 20 Years
One-third (31 percent) of auto insurance customers in the U.S. reported a rate increase in the past year, leading to a growing number participating in usage-based insurance (UBI). This has led to the ...