The study evaluated the websites of a representative sample of automobile insurers. A directly comparable Customer Respect Index (CRI ™) is provided for each company. This is a qualitative and quantitative in-depth analysis and independent measure of a customer’ s experience when interacting via the Internet.
The average CRI score for the industry was 5.5 on a ten-point scale. This represented a slight improvement on the industry’ s 2007 showing, and industry progression, although slow, is visible. The industry is about average overall and keeping pace with improvements made in other industries.
The top car insurance companies in the study were:
Auto Insurance Customer Respect Index Table
Progressive Casualty 7.5
GEICO 6.9
Liberty Mutual 6.5
Nationwide 6.4
MetLife Auto & Home 6.3
A full Scorecard is available from The Customer Respect Group at (978) 380.6128 or from the company website here.
According to Terry Golesworthy, president of The Customer Respect Group, “Industry sites have become much more interactive and more integral to the overall sales process, with many more customers demanding quotes and communicating with companies on their terms. The growth of online and real-time help through chat, email and telephone is a major step in building websites into the sales and customer service process.”
About The Customer Respect Group (www.customerrespect.com)
The Customer Respect Group is an international research and consulting firm that uses its Customer Respect Index (CRI ™) to help companies improve their treatment of customers online. It provides leadership in the objective and scientific measurement of a customer’ s online experience. Many of the largest U.S. companies have already adopted the CRI methodology to improve online customer satisfaction and loyalty. The Customer Respect Group is headquartered in metropolitan Boston. For additional information, visit www.customerrespect.com, call 978-380-6128 or e-mail info@customerrespect.com.
All companies and products listed herein are trademarks or registered trademarks of their respective holders.
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Source: Business Wire Press Release
