The 2013 Temkin Experience Ratings ranked 246 companies across 19 industries based on the customers' experience. In its third year, the survey of 10,000 U.S. consumers found the insurance industry—comprised of 14 carriers—showed steady improvement from an average experience rating of 59 percent in 2011 to 65 percent in 2013.
Bruce Temkin, managing partner of Temkin Group, said the survey began with a much larger group of the nation's largest insurance carriers. The 14 insurers were chosen based on a minimum of 100 responses to the survey.
The survey measures three components of customer satisfaction:
- Functional—can customers do what they want to do.
- Accessible—how easy is it to work with the company.
- Emotional—how consumers feel about their indications with the company.
Click “next” to see which insurers were rated the best and worst in customer experience.
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