Using a websites to service a current auto insurance policy is easier than using one to shop for a policy, according the “2013 Insurance Website Evaluation Study,” from J.D. Power & Associates. Among the 20 insurance websites studies, Esurance, GEICO and Progressive were found to perform particularly well for both shopping and servicing with their websites, J.D Power said.
The study examines website functionality rather than look and feel, the global marketing information services company said, and measures customers’ online shopping and service experiences on a scale of 1 to 5; 1 being “very difficult;” 3 being “neither difficult nor easy;” and 5 being “very easy.” Task ratings are used to compute an overall experience index, based on a 500-point scale; the industry average for the overall shopping index is 347, and 414 for the average overall servicing index.
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