According to the latest research from J.D. Power, the decline in satisfaction is due to price perception.
After improving in each of the past two years, a decline in satisfaction among the nation’s largest auto insurers is driving overall industry satisfaction downward as customers react negatively to the perception of price increases, according to the J.D. Power 2016 U.S. Auto Insurance Study, released today.
The study examines customer satisfaction in five factors (in order of importance): interaction; policy offerings; price; billing process and policy information (formerly billing and payment); and claims. Satisfaction is measured on a 1,000-point scale.
Price Perception
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