During service interactions, commercial insurance customers are more satisfied when they interact with both their agent and their insurer, according to “2014 Large Business Commercial Insurance Study,” from global marketing information services firm J.D. Power. As a result, risk managers now are looking for insurers and brokers to jointly meet their needs.
Brokers typically are independent, represent multiple carriers and often are the most-frequent point of contact for customers. However, on a 1,000 point scale, customer satisfaction is higher when insurers are involved during service interactions (865), compared with interactions that are exclusively with the broker (769). The study also finds that there is not a strong relationship between the service interactions that a customer has with their broker and a customer’s overall satisfaction with their insurer.
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