USAA and State Farm ranked the highest out of 15 insurers on the 2014 Temkin Experience Ratings, an annual ranking of companies based on a study of 10,000 U.S. consumers.

Customers surveyed were asked to evaluate their experiences with a company across three dimensions: functional (“Can you do what you want to do?”), accessible (“How easy is it to work with the company?”), and emotional (“How do you feel about the interactions?”). A score of 70% or above is considered “good.”

USAA ranked 29^th out of 268 companies from 19 different industries on the list. The insurer earned a 78% rating based on customers' ratings. This is the fourth year in a row that USAA has been the top-rated insurer on the list.

State Farm earned a 74% rating and ranks 59^th overall. This is the insurer's third straight year coming in second place among insurance companies on the list.

At the bottom of the list is 21^st Century, which came in 232^nd place with a rating of 55%. This is the fourth year in a row that 21^st century has placed last among insurance companies on the Temkins list. Right above it is American Family, which has declined from its position as the second highest-rated insurer in 2011. American Family ranked 226^th with a rating of 56%.

The insurers whose rankings most improved from 2013 to 2014 were The Hartford (+7 points), Liberty Mutual (+7), 21^st Century (+6), and AAA (+5). Nationwide (-5 points), American Family (-2), and Farmers (-1) were the only insurers whose ratings declined from last year.

Overall, the insurance industry averaged a 68% rating and tied for sixth place out of the 19 industries. Insurance's average increased 2.9% from last year's.