The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their online customers, has released findings from its First Quarter 2008 Online Customer Respect Study of Auto Insurance Industry Web sites. The study evaluated the Web sites 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 10-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 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.
.jpg)
No comments:
Post a Comment