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.

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