Customer satisfaction increases even as rates do, shows auto insurance studies
Rates are increasing, reads a report released earlier this year from
The average annual premium in
But prices aren't everything, found
"Cost is not the sole indicator of customer satisfaction in the auto insurance industry," said
The
The report showed customers like to be able to complete simple tasks online, like making payments, verifying receipts and ordering proof of insurance cards. Having easily-accessible information about policy specifics and rate increases also help a carrier's favorability.
For more complicated interactions, customers still prefer to talk with a representative.
"Customer satisfaction is at its highest when customers take care of transactions themselves and save the high-value interactions for live channels," Lajdziak said. "However, the increasing demand and use of digital self-service options is putting pressure on agents to evolve their value proposition to offer more products and services to help customers with complex needs and risks."
The survey, which almost 45,000 respondents completed, showed
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