Customer Experience Not Measuring up to Expectations

CHICAGO--(BUSINESS WIRE)--Vox, Inc., a customer experience consulting firm, today released its First Quarter 2007 Auto Insurance Mind Model Study. The study evaluates the home pages and usability of 14 major auto insurance providers’ websites to examine customer expectations and discover where companies succeed or fail in attracting and retaining customers.

The study reveals four main areas that may cause frustration and site abandonment: long quote process, lack of advanced search functions, little cross-cultural information and inflexible screen design.

“Recognizing what customers are actually encountering when they go online and how that varies from their needs and expectations is essential to creating the ideal customer experience,” said Luis Serpa, Account Director and Web Usability Expert at Vox, Inc.

Findings also reveal that despite advances in technology and marketing strategies, customers continue to get lost in the process; both literally and figuratively, pointing to a continuing conflict between site design and usability.

The study’s highest scorers include State Farm and Progressive. These sites combine straightforward content and simple design with intuitive navigation making them highly user friendly.

Other companies evaluated include: 21st Century, Allstate, Esurance, GEICO, Liberty Mutual, American Family, Farmers, Nationwide, AAA (Chicago Motor Club), AIG, Country Financial and USAA.

About the Mind Model study:

The Mind Model study is a combination of three different element analysis techniques that evaluate website home pages to understand how typical customers experience a company’s online channel. The First Quarter 2007 Auto Insurance Mind Model is the fourth such comprehensive study released by Vox.

About Vox:

Founded in 1997, Vox, Inc. is a customer experience consulting firm located in Chicago, Illinois. Vox, Inc. helps companies raise their bottom line through higher customer retention, increased cross sales and more profitable customer life cycles. Their Customerspective™ Audit is a successful tool in identifying breakdowns, targeting opportunities and creating successes in the customer experience. Learn more by visiting www.voxinc.com.

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© Business Wire 2007

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