Insurance websites are not keeping up with exceeding customer expectations, finds J.D. Power and Associates in its 2016 Insurance Digital Evaluation Study.
Now in its fifth year, the report measures online consumer experiences for auto insurance shoppers seeking quotes and existing customers in search of typical policy assistance. This year’s study is based on responses from 3,854 shopping evaluations and 3,340 service reviews of auto insurance websites. Consumer ratings were used to compute an overall index for shopping and servicing experiences based on a 500-point scale.
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