Customer satisfaction with the goods and services that Americans buy remained strong in the fourth quarter of 2009, according to the American Customer Satisfaction Index (ACSI), produced by ACSI LLC. The same doesn’t hold true for the property/casualty insurance industry. While the full index, which measures buyer satisfaction of 200 companies in 44 industries and government agencies, is largely unchanged (dipping 0.1%), the P&C industry declined 1.2% to an ACSI score of 80 (on a 100-point scale).
The decline is not indicative of all P&C insurers. State Farm is on top at 82, a 3% improvement, followed closely by GEICO (+1% to 81) and Progressive (+1% to 80). The drop in ACSI for property/casualty insurance, as a whole, is driven by a 3% decline for smaller insurers, which have faced a more negative reaction to premium increases.
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