Advanced Search

Save Or Share This Report

For Customer Experience Professionals

Customer Experience Index 2010: Insurance Providers

USAA Tops The List, But Liberty Mutual Insurance Gains Significant Ground

February 17, 2010

Authors

  • By Bruce D. Temkin
  • with Shelby Catino,
  • William Chu

Why Read This Report

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's third annual Customer Experience Index (CxPi) — ranking 133 firms in 14 different industries. In this document, we examined the 14 insurance providers on the list. For the third year in a row, USAA took the top spot in the industry. Led by a 28-point rise in its enjoyability rating, Liberty Mutual Insurance had the largest increase of any company in the entire CxPi. Since a modest improvement in customer experience can generate hundreds of millions of dollars in incremental revenue, insurance companies should accelerate their journey to Experience-Based Differentiation (EBD) in 2010.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).

Purchase

Tools And Templates

Models and Calculators

calculator icon
  • Range Of Company CxPi Results Within 14 Industries
  • CxPi Results By Industry, 2007 To 2010
  • Customer Experience Index For Insurance Providers
  • Components Of CxPi Results For Insurance Providers
  • Changes In CxPi Results Between 2008 And 2010
  • Changes In Components Of CxPi Between 2008 And 2010

Also in Collection: The Customer Experience Index, 2010

Recommended Research