May 29, 2009

Customer Experience Index 2008 Snapshot: Insurance Carriers

USAA Leads Okay Performance By Insurers

This is the ninth document in the "Customer Experience Index, 2008" series.

by Bruce D. Temkin

with William Chu, Angela Beckers

Executive Summary (This is a document excerpt)

Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) for 113 firms in 12 different industries. In this document, we examine the 10 large insurers in the index. USAA garnered top honors in the overall CxPi as well as in all three components of the index. Liberty Mutual, on the other hand, took last place and dropped the most from 2007.

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