Jumping up 20 spots, with a rating 13 percentage points higher than in 2012, USAA’s insurance business took the top spot in this year’s Temkin Customer Service Ratings.
Last year, the insurer received a score of 63 percent and, while it was the top-ranked insurer, it placed 20 overall. State Farm was close on USAA’s heels in 2012, receiving a score of 62 percent and ranking 25, but the insurer dropped to 36 for this year’s rankings, despite maintaining its score of 62.
Only five insurers placed in the top 100 this year, as opposed to nine in 2012.
Following USAA (1) and State Farm (36), Travelers (66), Farmers (75) and Nationwide (92) placed in the top 100, with all of them receiving ratings of at least 55 percent.
Fourteen insurers in total were included in the final list, which ranked 235 companies.
While USAA was noted for being one of eight companies with a rating 15 points or more above their respective industry average, 21st Century was one of five companies that scored a rating 15 points or more below its industry average.
USAA has previously been noted for topping Temkin’s Trust Ratings.
The top 10 companies overall included two banks in second (USAA, 75 percent) and third (credit unions, 73 percent), followed by Ace Hardware (71 percent), Charles Schwab (71 percent). The back half of the top 10 consisted of Dollar Tree (70 percent), Chick-fil-A (70 percent), Costco, Hy-Vee and Trader Joe’s, all at 69 percent.
Out of 19 industries represented in the rankings, insurance ranks near the top as part of a cluster of industries with average ratings residing in the mid-50s:
Grocery chains (61 percent), retailers (59 percent), fast food chains (58 percent), parcel delivery services (56 percent), insurance carriers (54 percent), banks (54 percent), hotel chains (54 percent), investment firms (54 percent), auto dealers (53 percent), rental car agencies (51 percent), computer makers (50 percent), software firms (49 percent), credit card issuers (49 percent), appliance makers (48 percent), airlines (48 percent), health plan providers (42 percent), wireless carriers (41 percent), internet service providers (35 percent) and TV service providers (31 percent).
For the full list of companies with their scores, click here.
The Temkin Customer Service Ratings are based on feedback gathered from consumers regarding companies they've recently interacted with. To figure the ratings, Temkin asks consumers to rate how satisfied they are with recent customer service experiences on a seven-point scale, from (1) very dissatisfied to (7) very satisfied. The percentage of consumers that gave a rating of 6 or 7 is then subtracted from the percentage that gave a rating of 1, 2 or 3.
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