For Customer Experience Professionals

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	May 29, 2009 Customer Experience Index 2008 Snapshot: Insurance Carriers USAA Leads Okay Performance By Insurers by Bruce D. Temkin with William Chu, Angela Beckers	Average: 8  (2 ratings)

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Executive Summary

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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