On the flipside, prospects felt essentially the most satisfaction over the standard and reliability of their insurer’s cell 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 many firms included within the examine, prospects scored State Farm the best at 80%, a slight 1% enchancment from 2021. Each American Household and Liberty Mutual scored 79%, which was 3% above final yr’s marks, whereas the bottom score went to Farmers at 75% satisfaction.
Buyer satisfaction jumped essentially the most for Vacationers, 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 business. P&C insurance coverage tied with life insurance coverage at 78, sharing the spot with a number of different industries reminiscent of 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 “latest expertise” with the services and products supplied by “the biggest corporations by way of market share, plus an mixture class consisting of ‘all different’—and thus smaller—firms in every business,” the report mentioned.
In October, a separate survey by J.D. Energy discovered that unbiased insurance coverage brokers felt robust satisfaction with their carriers this yr, with industrial strains satisfaction even posting a 16-point enhance from 2021.
