Trends Report

The US Auto And Home Insurance Customer Experience Index, 2019

How US Insurers Earn Loyalty With The Quality Of Their Experience

September 24th, 2019
With contributors:
Oliwia Berdak , Harley Manning , Piers Conway , Ben Salamin , Diane Lynch

Summary

How well do leading auto and home insurers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 insurers that we analyzed as part of Forrester's US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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