For Customer Experience Professionals

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	November 27, 2007 Customer Experience Index Snapshot: Insurance Carriers by Bruce D. Temkin with Steven Geller, Olga Melnikova	Average: 5  (2 ratings)

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Executive Summary

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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