The insurance industry fared well in the latest ranking of customer service acumen conducted by Westlake Village, Calif.-based
The six insurers listed among the Top 40 were
To earn the designation, the companies were graded on their performance in five key areas: people, presentation, price, product and process. With more 800 companies evaluated, insurers needed to excel not only when judged against their peers but also had to stand out when compared to other industries, notes Gary Tucker, SVP of global services and emerging industries at J.D. Power and Associates.
"To be good in any industry, it makes sense to look at the best practices across industries," Tucker said in a statement. “With the availability of real-time information from the Internet, customers increasingly compare service experiences across brands and industries. As a result, when one company raises the bar for service quality within an industry, it raises the bar for other industries, as well."
Tucker added that many brands that provide exceptional customer service employ certain key practices, including: communicating effectively and proactively with customers, empowering their people to solve problems, measuring and understanding customer expectations, and providing their products and services with speed and convenience.
