On the flipside, clients felt essentially the most satisfaction over the standard and reliability of their insurer’s cellular app, with each benchmarks yielding a satisfaction stage of 83%. This was adopted by web site satisfaction at 82%, then name middle satisfaction, the courtesy and helpfulness of brokers, and the number of protection choices every at 80%.
Among the businesses included within the research, clients scored State Farm the best at 80%, a slight 1% enchancment from 2021. Both American Family and Liberty Mutual scored 79%, which was 3% above final yr’s marks, whereas the bottom score went to Farmers at 75% satisfaction.
Customer satisfaction jumped essentially the most for Travelers, going from 75% in 2021 to 78% in 2022, simply as Geico’s rating slipped from 77% to 79% and Nationwide’s from 77% to 76%.
The report additionally in contrast buyer satisfaction benchmarks by trade. P&C insurance coverage tied with life insurance coverage at 78, sharing the spot with a number of different industries similar to banks, pc software program, monetary advisors, and on-line funding.
ACSI survey respondents have been interviewed between October 2021 and September 2022 through e mail. Respondents have been requested to share their “recent experience” with the services supplied by “the largest firms in terms of market share, plus an aggregate category consisting of ‘all other’—and thus smaller—companies in each industry,” the report mentioned.
In October, a separate survey by J.D. Power discovered that independent insurance coverage brokers felt robust satisfaction with their carriers this yr, with business strains satisfaction even posting a 16-point enhance from 2021.