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Kaiser Permanente, State Farm and USAA earn top customer loyalty scores
By Insure.com staff

Kaiser Permanente received the highest customer loyalty rating in the health insurance sector in Satmetrix's 2011 Net Promoter Industry Benchmarks, which ranks 170 brands across 17 industry sectors.

The average score in the health insurance category overall climbed seven points from last year, but remained the lowest of all sectors profiled. Kaiser Permanente, led the category with a positive score of 28 percent, compared to the sector average of negative 5 percent. CIGNA again ranked last among major health insurers with a score of negative 24 percent.

Among life insurance companies, the average score dropped seven points compared to last year with State Farm leading at 19 percent. USAA led the auto insurance sector at 73 percent and home insurance at 78 percent, according to Satmetrix, which provides software and consulting services to improve customer experience.

The rankings are based on survey responses from more than 22,000 U.S. consumers nationwide. Each consumer rates up to two companies from whom they have purchased products or services within the previous 12 months. A company's score is based on customers' likelihood to recommend the company. Consumers also rated each company on various aspects of customer experience, including product or service features, customer service and overall value.

Other companies that ranked No. 1 in their industries included JetBlue, Symantec, Vanguard, Apple, Google and American Express.

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