The J.D. Power 2016 U.S. Small Commercial Insurance Satisfaction StudySM examines small business owners’ experiences with their insurance policy. The study identifies key industry trends and issues in the small business commercial market and provides an in-depth understanding of the needs, expectations, and desires of today’s small business customers. The study provides a broad understanding of how carriers can improve customer satisfaction, loyalty, retention, and advocacy across seven key touch points: Policy Offering, Billing and Payment, Local Agent or Broker, Call Center Service Representative, Price, Claims, and Website.
The J.D. Power 2016 U.S. Large Commercial Insurance Satisfaction StudySM benchmarks risk professional satisfaction with large commercial insurers and brokers. The study offers an unparalleled view of the large commercial market by providing independent and objective measures of overall satisfaction levels among large commercial insurance customers. The study provides a broad understanding of where and how carriers can improve customer satisfaction, loyalty, retention, and advocacy.
For the second year in a row, J.D. Power, in cooperation with RIMS, has released the 2015 Commercial Insurance Report for Risk Professionals. This report, based on the results of the J.D. Power 2015 Large Commercial Insurance Satisfaction Study,SM examines overall industry performance, and that of individual insurers and major brokers, highlighting the best practices desired by risk professionals. Specific product lines evaluated are commercial property and workers compensation, in addition to overall broker performance. This report also looks at performance differences among various Industries, i.e., government, manufacturing, education.
Number of pages: 29
Number of charts/graphs: 19
Insurance carriers can use this premier tool to understand their financial performance vs. competitors across all P/C lines of business and to determine the right level of investment in customer satisfaction for select lines of business. This interactive tool allows all carriers to gain deeper insight into the effectiveness of their investments in various aspects of their company’s performance, including CSAT and their financial performance vs. the competition.
We have simplified the Voice of the Customer Experience as VoX—our customer experience measurement and management solution that combines globally-recognized industry benchmarks, an innovative platform, and our data and analytics expertise. We are here to help you make data-driven decisions that will improve your customer experience and drive positive financial results.
J.D. Power offers solutions to help you wherever your organization may be in the contact center performance spectrum and provides certification to those that meet top-performer standards.
Marketing Supervisor, Global Marketing
J.D. Power
Troy, Michigan
Director, Insurance Practice
J.D. Power
Troy, Michigan
Director, Insurance Practice
J.D. Power
Troy, Michigan
Senior Manager, Insurance Practice
J.D. Power
Troy, Michigan
Vice President, U.S. Insurance Operations
J.D. Power
New York, New York
