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Automobile Insurance Companies Ranked on How They Treat Online Customers in Customer Respect Group Study


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IPSWICH, Mass.--The Customer Respect Group, an international research and consulting firm that focuses on how corporations treat their online customers, today released findings from its Second Quarter 2007 Online Customer Respect Study of the Automobile Insurance Industry.

The study evaluated the websites of a representative sample of auto insurance companies. A directly comparable Customer Respect Index (CRI) is provided for each company. The Customer Respect Index is a qualitative and quantitative in-depth analysis and independent measure of a customers experience when interacting via the Internet.

The average rating for the industry was 5.4 on the 10-point CRI scale. This score represents an improvement since the last report, primarily in the area of privacy policy transparency and responsiveness to emails. As a result, auto insurers have moved up to the mid-range of all industries from the bottom quartile. The industry provides better and more concise information about policies and practices. Additionally, auto insurers continue to show a strong commitment to their customers by making sites accessible and usable to different types of users. More emails were responded to, an area in which the industry was especially poor in the last report.

Top companies in the latest study were:

Company CRI
GEICO 7.2 
Progressive Casualty 7.2 
Liberty Mutual 6.6 
Farmers 6.1 
American Family 5.9 
Cincinnati 5.9 
Industry Average 5.4 

A full Scorecard is available from The Customer Respect Group at (978) 834.6700 or from the http://www.customerrespect.com/default.asp?hdnFilename=bwpcq207.htm

About The Customer Respect Group (www.customerespect.com)