November 27, 2007

Customer Experience Index Snapshot: Insurance Carriers

This is the seventh document in the "Customer Experience Index" series

by Bruce D. Temkin

with Steven Geller, Olga Melnikova

Executive Summary (This is a document excerpt)

Forrester asked nearly 5,000 US consumers about their interactions with a variety of companies to gauge the usefulness, usability, and enjoyability of their experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 112 firms in nine industries. In this document, we take a closer look at the 14 insurance carriers included in the index. Some of our findings: USAA and State Farm came out on top; AIG and Farmer's Insurance wound up at the bottom.

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