USAA delivers the best customer experience in the insurance industry, according to the 2018 Temkin Experience Ratings, an annual customer experience benchmark of companies based on a survey of 10,000 U.S. consumers.
15 insurance carriers were included in this year's list. USAA earned the highest score with a rating of 75%, placing it 65th overall out of 318 companies across 20 industries. USAA has led the insurance industry every year since 2011.
Related: Top 15 private passenger auto carriers for 2017, as ranked by NAIC
|The full list
The ratings of all insurers in the 2018 Temkin Experience Ratings are as follows:
- USAA – 75%
- State Farm – 72%
- MetLife – 70%
- GEICO – 69%
- 21st Century – 68%
- Allstate – 68%
- The Hartford – 67%
- Progressive – 67%
- AAA – 65%
- American Family – 65%
- New York Life – 65%
- Farmers – 63%
- Travelers – 63%
- Nationwide – 61%
- Liberty Mutual – 60%
Overall, the insurance industry averaged a 67% rating and tied for 9th place out of 20 industries. The average rating of the industry decreased by 1.3% between 2017 and 2018, from 68.5% to 67.2%.
Related: 8 P&C firms named to Fortune's 2018 'Most Admired' list
|Methodology
To generate these ratings, Temkin Group asked 10,000 U.S. consumers to evaluate their recent experiences with a company across three dimensions: success (can you do what you want to do?), effort (how easy is it to work with the company?), and emotion (how do you feel about the interactions?). Temkin Group then averaged these three scores to produce each company's Temkin Experience Rating.
In these ratings, a score of 70% or above is considered “good,” and a score of 80% or above is considered “excellent,” while a score below 60% is considered “poor.”
The 2018 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
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Denny Jacob
Denny Jacob is an associate editor for NU PropertyCasualty360. Contact him at [email protected].
