Six of the 50 companies recognized as “2014 Customer Champions” by J.D. Power are insurance companies, and include Amica Mutual, AvMed Health Plans, NJM Insurance Co., Tennessee Farm Bureau, Texas Farm Bureau and USAA.
“J.D. Power surveys hundreds of thousands of customers every year, and what we’ve found is that when consumers purchase different products and services, they don’t just compare their experiences within the same industry, they compare across industries,” said Finbarr O’Neill, president of J.D. Power. “The 50 companies we’ve recognized as Customer Champions demonstrate the highest levels of service excellence, not just compared with their direct competitors, but also across all facets of the customer experience.”
The results are based on customer feedback on five key areas: people, presentation, price, process and product, J.D. Power said, and the selection was based on an independent and unbiased evaluation of customer feedback, opinions and perceptions gathered from J.D. Power studies conducted in the United States in 2013.
“Not only does satisfaction encourage customer loyalty, but happy customers also become advocates of the brand to others. Particularly given the ability of today’s consumers to easily communicate their experiences far and wide through social media and online reviews, customer advocacy can be critical to a company’s bottom line,” O’Neill said.
