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You are here: Home / Archives for Customer Satisfaction

Interview: Maryling Yu, CCC Intelligent Solutions

November 15, 2024 By CollisionWeek Editor

Yu provides an in-depth look into the CCC Moments of Truth study on the key drivers of customer satisfaction. In October, CCC Intelligent Solutions (NASDAQ:CCCS) released findings from its Moments of Truth study identifying the key drivers of customer satisfaction and retention in the auto claims and collision repair process. The study identified the critical […]

Filed Under: Feature Tagged With: CCC, Customer Satisfaction, Interview

J.D. Power Ranks NJM Insurance Highest in Auto Insurance Claims Satisfaction

October 29, 2024 By CollisionWeek Editor

While repair cycle times improve, rising costs take a toll on customer satisfaction. According to the J.D. Power 2024 U.S. Auto Claims Satisfaction Study released today while auto insurers have been fighting two major headwinds ever since the pandemic, rising costs and longer repair cycle times, relief is in sight for one of those trends. […]

Filed Under: News Tagged With: Customer Satisfaction, J.D. Power

CCC Study Identifies Key Drivers of Customer Satisfaction and Retention in the Auto Claims and Collision Repair Process

October 8, 2024 By CollisionWeek Editor

Research shows strong link between insurer and collision repairer customer satisfaction, carrier’s customer retention not tied to satisfaction. CCC Intelligent Solutions Inc. (NASDAQ: CCCS) today released the findings from its Moments of Truth study identifying the key drivers of customer satisfaction and retention in the auto claims and collision repair process. The study defines “moments […]

Filed Under: News Tagged With: CCC, Customer Satisfaction, Policyholder Retention

Mitchell Partners with UpdatePromise on Enhanced Solution for Vehicle Owner Communication and Engagement

September 10, 2024 By CollisionWeek Editor

Solution integrates repair status updates into Mitchell Connect and allows collision repair facilities to conduct post-repair customer satisfaction surveys. Mitchell, an Enlyte company, today introduced its latest software solution: Mitchell ServiceLink powered by UpdatePromise. Using the solution, collision repair facilities can email or text policyholders automated vehicle repair status updates from within the Mitchell platform. […]

Filed Under: News Tagged With: Agreements Signed, Customer Satisfaction, Mitchell International, UpdatePromise

Trust Top Driver of Customer Satisfaction for Auto Insurance

June 11, 2024 By CollisionWeek Editor

J.D. Power finds that as premiums continue to rise, fewer than half of customers trust their insurer. With U.S. auto insurance rates up 11.2% on average during the past year—and insurers still losing an average of five cents on every dollar of premium they collect—sky-high premiums do not appear to be leveling off anytime soon. […]

Filed Under: News Tagged With: Auto Insurance, Customer Satisfaction, J.D. Power

Auto Insurers Improve Customer Satisfaction with Claims Process

October 26, 2023 By CollisionWeek Editor

Insurers managed customer expectations as repair cycle times double in two years according to J.D. Power. Amica Mutual ranks highest for second consecutive year. Long repair shop backlogs and lingering parts shortages have caused the average auto insurance repair cycle time to reach 23.1 days in 2023, up 6.2 days from 2022 and more than […]

Filed Under: News Tagged With: Claims, Customer Satisfaction, Cycle Time, J.D. Power

Auto Insurance Customer Satisfaction Plummets as Rates Surge

June 13, 2023 By CollisionWeek Editor

J.D. Power finds satisfaction dropped the largest amount in the past 20 years. Nearly one-third (31%) of U.S. auto insurance customers say they experienced a rate increase during the past year as the industry raises rates an average of 15.5% and insurers continue to fight the forces of record high loss ratios, according to the […]

Filed Under: News Tagged With: Auto Insurance, Customer Satisfaction, J.D. Power

J.D. Power Reports Industry-Wide Auto Insurance Rate Increases Force New Approaches to Customer Retention

June 13, 2022 By CollisionWeek Editor

Usage-based auto insurance takes center stage as satisfaction flatlines. A record high number of serious collisions, skyrocketing used-vehicle prices and surging repair costs have created an unenviable scenario for auto insurers: raise rates or go out of business. It should come as little surprise that the J.D. Power 2022 U.S. Auto Insurance Study, released today, […]

Filed Under: News Tagged With: Auto Insurance, Customer Satisfaction, J.D. Power

Premium Increases Lead to Erosion in Auto Insurance Price Satisfaction

May 24, 2022 By CollisionWeek Editor

State Farm ranks highest among large insurers, The Hartford ranks highest among midsize insurers. According to the J.D. Power 2022 U.S. Insurance Shopping Study, auto insurance customer satisfaction with price has plummeted, driving a surge in new-policy shopping activity while also dragging on the purchase experience index. According to the report, auto insurers are caught […]

Filed Under: News Tagged With: Auto Insurance, Customer Satisfaction, J.D. Power

Auto Industry Customer Satisfaction Remains at All-Time Low in U.S. for Second Year in a Row

August 24, 2021 By CollisionWeek Editor

ACSI data show Honda has highest satisfaction and Lexus gains competition in Luxury, as overall customer satisfaction with auto industry flat. Overall customer satisfaction with automobiles and light vehicles was unchanged with a score of 78 out of 100, according to the American Customer Satisfaction Index (ACSI) Automobile Study 2020-2021. The results for the study […]

Filed Under: News Tagged With: American Customer Satisfaction Index, Customer Satisfaction

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