USAA Earns Top Customer Experience Ratings for Insurance Carriers, According to Temkin Group

WABAN, Mass., April 3, 2018 /PRNewswire/ -- 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.  

Of the 15 insurance carriers included in this year's Ratings, USAA earned the highest score with a rating of 75%, putting it in 65^th place overall out of 318 companies across 20 industries. USAA has lead the insurance industry every year since the Ratings began in 2011. State Farm received the second highest score in the industry with a rating 72% and an overall rank of 109^th.

Overall, the insurance industry averaged a 67% rating in the 2018 Temkin Experience Ratings and tied for 9^th place out of 20 industries. The average rating of the industry decreased by 1.3 percentage-points between 2017 and 2018, going from 68.5% to 67.2%.

The ratings of all insurers in the 2018 Temkin Experience Ratings are as follows:

• USAA: 75%
• State Farm: 72%
• MetLife: 70%
• GEICO: 69%
• 21^st 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%

"Once again, USAA has set the standard for delivering excellent customer experience in the insurance industry," states Bruce Temkin, managing partner of Temkin Group.

Allstate's and Farmer' customer experience scores improved the most over the previous year as each increased by two percentage-points. Travelers' score, on the other hand, declined the most, dropping by six points.

Now in its eighth year of publication, the 2018 Temkin Experience Ratings is the most comprehensive benchmark of customer experience in the industry, evaluating 318 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 2018 Temkin Experience Ratings, along with other ratings, can be accessed at the Temkin Ratings website, www.TemkinRatings.com.

The free report, "2018 Temkin Experience Ratings," is available for download at the Customer Experience Matters^® blog (ExperienceMatters.blog) and at the Temkin Group website, www.TemkinGroup.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 [email protected].

*Customer Experience Matters is a registered trademark of Temkin Group.

SOURCE Temkin Group

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