Customer Contact Experience BenchmarksAuto Insurance Industry

Customer Contact Experience BenchmarksAuto Insurance Industry

Assessing the Customer Contact Experience in the United States

RELEASE DATE
29-Dec-2011
REGION
North America
Research Code: N8E0-01-00-00-00
SKU: IT02177-LA-MR_11932
$10,000.00
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SKU
IT02177-LA-MR_11932
$10,000.00
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Description


This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the auto insurance industry across many contact channels including: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=1232. Companies benchmarked in this study included but were not limited to AAA, Allstate, Farmers, Geico, Liberty Mutual, Nationwide, Progressive and State Farm. Within the industry, the most popular contact channel is phone/live agent. Website self-service and e-mail were used by significantly fewer customers. Phone/IVR and website chat with live agent are niche channels.

Table of Contents

Auto Insurance Customer Contact Experience - U.S. 2011

  • Customer Contact Experience - Auto Insurance Benchmarks
Related Research
This research study benchmarks various customer contact experience attributes such as customer satisfaction, customer experience, and customer loyalty for the auto insurance industry across many contact channels including: live agent phone, IVR, email, chat, and web self-service. A web-based survey methodology was used for this study: N=1232. Companies benchmarked in this study included but were not limited to AAA, Allstate, Farmers, Geico, Liberty Mutual, Nationwide, Progressive and State Farm. Within the industry, the most popular contact channel is phone/live agent. Website self-service and e-mail were used by significantly fewer customers. Phone/IVR and website chat with live agent are niche channels.
More Information
No Index Yes
Podcast No
Author Anna Kuberacka
Industries Information Technology
WIP Number N8E0-01-00-00-00
Is Prebook No