According to NU Online News
Service, December 15th, the most recent American Customer
Satisfaction Index shows property and casualty companies get higher
satisfaction scores than life and health insurers. The survey lists scores for the five large
direct writers, i.e., State, Farm, GEICO, Progressive, Allstate and Farmers.
The factors cited for causing better results in the P&C companies: lower
premiums and, get this, fewer customer interactions.
So, in order to keep their
customers satisfied, large direct-writing insurance companies should strive to keep
customer contact to a minimum. Fewer contacts mean fewer conflicts. Less
frustration.
Well, I guess that makes sense. Have you tried to do business
with a large company (of any kind) lately? Automated voice trees that delay and
confuse. Sales and customer service representatives reading from scripts. No
one with the knowledge or authority to make a decision.
Seems to me that the survey
just emphasizes the value added by the independent insurance agent. And the huge
competitive
advantage this gives you if your sales and service models have an emphasis
on personalized, professional relationship building.
No comments:
Post a Comment