Agents may not be fully aware of how customer service is related to customer satisfaction, according to the findings of two surveys conducted recently by The Progressive Corp. The carrier polled more than 1,100 independent agents and more than 1,800 auto policy holders who bought their policies through an independent insurance agency.
Both groups were asked about three aspects of customer service: Advising of pending policy cancellations, providing policy and coverage reviews at renewal, and providing assistance with policy forms and paperwork. Nearly 90% of the consumers who said their agent provides at least one of these services ae extremely or somewhat satisfied with the agency.
Regarding notification of pending policy cancellations, 94% of customers polled and 90% of agents polled believe this is a valuable service--but only 52% of customer respondents said their agents provide this service.
Also, while 96% of customers and almost 100% of agents polled said that policy and coverage reviews at renewal is valuable, just 69% of customers said their agent provides this service.
"Technology can really help agents combine the advocacy and local service theyve always provided with the fast, accurate information and transaction capabilities that their customers expect," said Chris Garson, Progressive's agency business IT director.
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