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Industry Research : Survey: Customer Service Rankings for State Farm, Country Improve
Homeowner policyholders are seeing improvements in customer service at both State Farm and Country Financial, a new national survey says.
State Farm Insurance Cos. finished fifth of 22 companies listed in the J.D. Power and Associates survey, up from 10th last year. Country Financial finished ninth, two places higher than 2010. Both companies are based in Bloomington.
"They (State Farm) had a great improvement year over year," said Jeremy Bowler, senior director of insurance practice at J.D. Power, with much of the gain in a category that looks at customer interaction with agents and the call center.
State Farm spokesman Dick Luedke was "pleased to have moved up the ladder" in the survey, "but more important to us than the results of surveys is the direct feedback we receive from our customers through our agents."
Country Financial spokesman Jeff Muniz said the firm's ranking has climbed in recent years, and the survey confirms Country's internal reports.
"We do surveys ourselves, and they show 95 percent are happy with our claims process, and we have a 90 percent referral rate," said Muniz.
Traditionally, the survey has shown homeowner policyholders' satisfaction outpaces that of auto policies but the two segments have been fairly even for the past two years.
Bowler attributes the change to technological improvements on the auto side.
"There's been more innovation on the auto side, and a ton of advertising. You've got mobile applications and websites," he said. "Meanwhile, the humble homeowner insurance is just plodding along."
Rhode Island-based Amica Mutual finished first in the J.D. Power survey for the 10th straight year.
Posted by Veronica Silva Cusi, news correspondent
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Published: Monday, August 29, 2011