Last year, stung by the worst financial crisis in a generation, it’s not surprising that customers gave U.S. financial institutions the lowest customer advocacy scores ever. One year after the crisis came to a head, however, that tide seems to be ebbing. And for insurers in particular, that’s very good news, scoring better than ever in a recent survey testing customer advocacy.
The survey, “Customer Advocacy 2010: How Customers Rate U.S. Banks, Investment Firms and Insurers,” was conducted by Forrester, a Cambridge, Mass., research firm. It asked thousands of U.S. consumers to rate their financial services firms on a customer advocacy scale.
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