WABAN, Mass., March 21, 2017 /PRNewswire/ -- Prudential and USAA deliver the best customer experience in the insurance industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on a survey of 10,000 U.S. consumers.
Prudential and USAA tied for the top spot out of the 16 insurers included in this year's ratings, each earning a score of 76% and coming in 47th place overall out of 331 companies across 20 industries. USAA has earned the highest score for insurers every year since the Ratings began in 2011, and this is Prudential's first year included in the rankings.
The ratings of all insurers in the 2017 Temkin Experience Ratings are as follows:
- Prudential: 76%
- USAA: 76%
- State Farm: 73%
- MetLife: 71%
- GEICO: 71%
- Progressive: 69%
- The Hartford: 69%
- Travelers: 68%
- New York Life: 67%
- 21st Century: 67%
- American Family: 66%
- Nationwide: 66%
- Allstate: 66%
- AAA: 64%
- Liberty Mutual: 62%
- Farmers: 61%
"USAA has set the standard for delivering excellent customer experience in the insurance industry, and it's good to see that other insurers are starting to follow its example," states Bruce Temkin, managing partner of Temkin Group.
Overall, the insurance industry averaged a 68% rating in the 2017 Temkin Experience Ratings and tied for 10th place out of 20 industries. The average rating of the industry increased by seven percentage-points between 2016 and 2017, going from 61.3% to 68.5%.
The ratings for all insurers increased between 2016 and 2017. 21st Century and American Family improved the most, each gaining 20 points, while The Hartford improved the least, gaining only one point.
Now in its seventh year of publication, the 2017 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 331 companies across 20 industries: airlines, auto dealers, banks, computer & tablet makers, credit card issuers, fast food chains, health plans, hotels & rooms, insurance carriers, investment firms, parcel delivery services, rental cars & transport, retailers, software firms, streaming media, supermarket chains, TV & appliance makers, TV/Internet service providers, utilities, and wireless carriers.
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 2017 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.
About Temkin Group: Temkin Group is a leading customer experience research, consulting, and training firm. Many of the world's largest brands rely on its insights and advice to steer their transformational journeys, and Temkin Group accelerates their results by combining customer experience thought leadership with a deep understanding of organizational dynamics. Rather than layering on cosmetic changes, Temkin Group helps companies embed practices within their culture by building up four core competencies: Purposeful Leadership, Employee Engagement, Compelling Brand Values, and Customer Connectedness. The firm's ongoing research identifies leading and emerging best practices for engaging the hearts and minds of customers, employees, and partners. For more information, contact Bruce Temkin at 617-916-2075 or send an email to firstname.lastname@example.org.
*Customer Experience Matters is a registered trademark of Temkin Group.
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SOURCE Temkin Group