Customer Contact Experience BenchmarksAuto Insurance Industry

Assessing the Customer Contact Experience in the United States

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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.

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Customer Contact Experience Benchmarks—Auto Insurance Industry, 2011 U.S. Customer Contact Experience in Auto Insurance IndustryAuto Insurance Customer Contact Experience - U.S. 2011Customer Contact Experience - Auto Insurance Benchmarks




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