Amica tops customer satisfaction survey -review car insurance.
Amica Insurance has the highest customer satisfaction rating in the 2011 j.d. powers U.S. National Auto insurance study will receive. The study, which has set Amica twelve consecutive years at the helm of the customer service rankings, is to treat their customers as well as the benchmark for insurance companies.
Bruce Maynard, Senior Vice President, Amica, said that he first understand how seriously it took customer service, when he was 34 years ago. He said that if a customer complained, “it was terminated as the whole business”, and encrypts each and meetings to find out what had done wrong to the company.
Things have changed much, apart from technology. Instead of pre-defined customer interaction scripts, are employees of customer service for Amica taught, needs of customers and their mood at the time to respond. They are taught, efficiently if the customer seems too hastily, or to slow down and things explain every step of the way, if the customer confused seems to be.
This winning formula Amica apart 12 consecutive years in the j.d. of powers survey a badge honor launched, who wear it with pride.
Identity-based owner happiest
One of the most important results from the survey is that those who keep their auto insurance and your household insurance with the same company more, that company is better than the rate auto insurance with that company had only. This distinction has declined from last year, but it is still a meaningful difference. In addition to features such as accident forgiveness, can add ticket forgiveness and-Malus bonuses at the insurer’s result in the survey as much as 40 points.
Erie and shelter close, second and third parties
Erie Insurance came at number 2, the same spot, which they occupied in the last year’s survey. Megan Euston, Erie of spokeswoman for, said: “Customers told us that they choose our great coverage and superior service at a fair price of Erie due to.” She added that the company said 90% customer loyalty rate.
Protection was up by 4 until was place may be their increasing focus on internally conducted surveys on customer satisfaction this year because of a and a number of measures, which brought place to increase customer satisfaction. You have a “Fast Track” claims process for smaller claims added enables a total claim with only a single phone call to complete.
Technology improves the results
Overall, the study showed that customers, the most interactions on the company website can be completed in the rule are happier. It also showed that more contact options to use the insurer (e-Mail, phone, online chat, etc.) which are more customers to these channels and thus more satisfied.
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